Director, Underwriting and Customer Service Operations - PandC

Duties/Responsibilities

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Led the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Covers the underwriting and service operations by receiving and resolving escalated problems as needed.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Pairs with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

Requirements

• Bachelor’s degree preferred.
• Ten (10) plus years of experience leading an insurance service operations supporting multiple lines or carriers; or equivalent combination of education and experience.
• Current and active 2-20, 4-40 licenses or the ability to obtain such within time frame established by the company.
• CPCU, AU, CIC and/or CPIA designations preferred.

Qualifications

• Clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Pairs with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

Skills

• Strong leadership and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Knowledge of insurance underwriting guidelines and regulatory requirements.
• Proficiency in using relevant software and tools.

Benefits

• Medical, Dental, Vision, Life, Pet
• Flexible Spending Account
• Competitive Salaries
• 401K Match
• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement Matching
• Matching Charitable Gift Program
• Commuter Benefits
• Flexibility: Remote and Hybrid Opportunities Available

Pay

$135,000 plus opportunity for a discretionary bonus.

Schedule

Full-time, remote position.