Tara Williams was studying to be a psychologist while working in sales in automotive warranties. But what was meant to be a part-time job ended up jumpstarting a long and winding career in the warranty industry. Today, she is the VP Head of Customer Experience Operations at Protective.
Williams credits her innate curiosity and drive to learn for helping her succeed. “I’m always the one in every meeting asking questions and trying to understand,” she says. “Whenever a leader had a void and needed me to step into a new role, I took it. I either qualified myself because of my self-development or they knew I would learn quickly.”
In her current role, she’s helping to bring Protective into the future through innovation with the goal of providing customers with more efficient and faster responses. “Far back in my career, I ran an operations division and things have changed greatly,” she says. “Back then, technology was at its most basic form, and we solved everything with a telephone and people. Today, we live in a time that’s using automation and other advanced tools to bring information to customers in a fast-paced way.”
Here, Williams shares how she cultivates a culture of belonging within her hybrid team, why Protective’s employee resource groups (ERGs) have been so impactful to her, and tips for women who want to achieve leadership roles at work.
What led to your job at Protective and how did you know the company would be a good fit?
I was fortunate to join Protective in January 2021, through the acquisition of Revolos, where I was the Chief Product Officer. There was an opening as VP Head of Product, and I was grateful for such a great opportunity. It’s one of the most cross-functional teams at Protective. I always say it takes a village to launch a product and this immediately threw me into a role for which I needed to learn—and learn quickly. I was also surrounded by a fantastic team that supported me.
You were recently promoted to VP Head of Customer Experience Operations for the Asset Protection Division. What is the division responsible for and why is it important for the business?
Asset Protection offers extended service contracts, guaranteed asset protection, and ancillary products to protect consumers’ investments in automobiles, recreational vehicles, watercraft, and powersports vehicles.
Growth through acquisitions continues to be an important part of Protective’s success story. Not only do we have the opportunity to expand our market reach and deliver valuable solutions to more customers, but it also gives us the ability to add talent and great people to our division.
What are your short- and long-term goals in your new role?
In the short term, I will be connecting to our team and leaders to establish a foundation for how we succeed, ensuring we have a clear understanding of what’s expected of us. That will allow us to create our roadmap.
In the long term, we will modernize the business to provide more efficient and faster responses throughout all our contacts, touchpoints, and processes. We no longer live in an environment where immediate resolution isn’t required.
How has Protective encouraged and supported your growth at the company?
Shortly after I started, the company rebrand was announced, and when I heard the “We Are Protectors” line, I knew I was home. Not only do we say it, but we live it. It’s at the core of who we are at Protective. Our community initiatives and commitment to our people is like nothing I’ve experienced before. Not only have I had the opportunity to learn from exceptionally talented leaders, but we also host a ton of educational and learning opportunities throughout the year.
We understand you’re involved in ERGs, including the Women Growth Network and Pride Growth Network. How have these groups impacted you?
I have been working for over 30 years and felt that I had a great grasp of women in the workplace and all that it entails. Afterall, I am one. However, I have learned so much from leaders in this network, and the vulnerability and transparency among my colleagues has been incredible. I have been part of a male-dominated industry for most of my life and I finally feel that being a woman is not tolerated, but rather accepted and honored.
Perhaps one of the areas that I am most proud of is our Pride Growth Network. I have a daughter who is part of the LGBTQIA community. I have always kept that portion of my life separate, not for any reason other than I am a rather private person. When this network came along, I jumped at the opportunity to join. In some way it feels like I am now a more whole person, especially at work. I learn so much at every meeting. It makes me a better human and certainly a better mother. This has provided me with hope for a better future of tolerance and acceptance for my daughter and our family. The fact that it happens at the workplace is incredibly inspiring to me.
As a fully remote employee, how have you successfully fostered an inclusive environment for your team without being in an office together?
First, we all must be on camera when we are connecting. It’s so important for human interaction. Because I have the benefit of traveling to our core site offices, I never want an employee who is remote to feel that they are missing something. I always try to schedule hybrid meetings if we are whiteboarding something. No one should feel that they are being left out because they aren’t physically in the room.
Most importantly, I believe in using inclusive language and challenging unconscious biases in order to foster an environment of respect and acceptance. I try to be a better and more supportive ally by attending diversity training, reading, and listening to others. I want to ensure in every connection that team members know their voices are heard and respected. Harboring psychological safety within your team should be a leader’s requirement. If you can garner it, you build trust and therefore a stronger team and culture.
What do you love most about the company culture?
Serving people is such a big part of Protective and our values. We have many opportunities to help our communities through United Way, volunteering, and our foundation. I feel privileged to be a part of the Sustainability Task Force. Our sustainability strategy within the key pillars of “Business, People and Community” is deeply rewarding.
What advice would you give other women who hope to achieve leadership roles?
There are so many things. First, don’t compare yourself to others. It harbors nothing but feelings of inadequacy. We should be champions of one another. You are only in competition with yourself. Be your authentic self and embrace your uniqueness. It can be your superpower. Find people in your life that will tell you what you need to hear and not what you want to hear. Don’t be afraid to fail. It creates the best opportunity for future success. Lastly, be humble and willing to be vulnerable.
What do you like best about being a fully remote employee and why?
I spent many years away from my family when I traveled or relocated for work. Now, I really enjoy the opportunity to be with my family in the evenings and on weekends. I’m based in Brevard, North Carolina, and while the mountain lifestyle isn’t for everyone, most can agree that there is peace in nature. It has given me an opportunity to reflect on life a little differently.