[Hiring] Licensed Operations Manager @Foundever®

Role Description

We are seeking an experienced P&C Licensed Operations Manager to lead multiple customer service and insurance support teams within a fast-paced contact center environment. This role is responsible for delivering exceptional operational performance, developing frontline leadership, ensuring client satisfaction, and driving business results across licensed insurance programs.

What You'll Do

• Lead & Develop Leaders
  • Manage and coach Supervisors, Team Managers, and frontline leaders supporting licensed insurance operations.
  • Build a culture of accountability, engagement, recognition, and continuous improvement.
  • Conduct regular performance reviews, leadership coaching sessions, and development planning.
  • Develop bench strength and succession planning for future leadership opportunities.
  • Foster a positive and inclusive work environment focused on employee growth and retention.
• Drive Operational Performance
  • Lead multiple teams supporting Property & Casualty insurance customers and policyholders.
  • Ensure achievement of key business metrics, including:
    • Service Level
    • Quality Assurance
    • Customer Satisfaction (CSAT)
    • Employee Engagement
    • Productivity
    • Attendance
    • Compliance
    • Revenue and Profitability
  • Analyze performance trends and implement action plans to close performance gaps.
  • Partner with Workforce Management and Training teams to maximize operational efficiency.
• Client & Business Partnership
  • Build strong relationships with internal and external stakeholders.
  • Prepare and present operational business reviews and performance updates.
  • Drive resolution of client escalations and operational challenges.
  • Support new business implementations, program launches, and operational transitions.
• Financial & Strategic Accountability
  • Manage operational performance against budget and profitability goals.
  • Support workforce forecasting and staffing strategies.
  • Drive efficiencies while maintaining a high-quality customer and employee experience.
  • Ensure accurate operational reporting and financial performance management.
• Compliance & Quality
  • Maintain compliance with insurance regulations, company policies, and client requirements.
  • Ensure quality monitoring programs are effectively executed.
  • Lead continuous improvement initiatives through audit findings, customer feedback, and performance data.
  • Promote a strong culture of compliance and ethical business practices.

Qualifications

• Active Property & Casualty (P&C) Insurance License
• Minimum 3+ years of Operations Manager experience in:
  • Insurance Contact Centers
  • BPO Operations
  • Customer Experience Operations
  • Insurance Agency Operations
  • Carrier or Third-Party Administrator (TPA) environments
• Experience leading leaders (Supervisors, Team Managers, Coaches, or equivalent)
• Demonstrated success managing:
  • Service Levels
  • Quality Performance
  • Productivity Metrics
  • Attrition and Attendance
  • Client Satisfaction
  • Financial Performance
• Strong analytical, coaching, communication, and leadership skills
• Proficiency with contact center technology, workforce management principles, and operational reporting

Preferred Qualifications

• Active Resident or Non-Resident P&C License
• Experience supporting national insurance carriers.
• Experience managing 100+ employee operations
• Multi-site, remote workforce, or work-from-home leadership experience
• Insurance sales, service, claims, or policy administration background
• Experience supporting licensed insurance agents in a high-volume contact center environment

Education

• Bachelor's Degree in Business, Management, Operations, Insurance, or related discipline preferred.
• Equivalent leadership experience within insurance operations may be substituted for formal education.

Compensation

• Base Salary: Up to $65,000 annually, commensurate with experience, qualifications, location, and demonstrated leadership success.
• Additional Consideration Given For:
  • Active P&C License
  • Insurance leadership experience
  • Large-scale operational management
  • Proven client-facing experience

Pre-employment Requirements

• Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.