Director, Underwriting and Service Operations - PandC

About the role

The successful candidate will lead, manage, and oversee underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business. They will provide strategic and operational leadership to underwriting and call center teams, focusing on underwriting excellence, profitability, and execution accuracy.

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.
• Leads 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.
• Carrries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• 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.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

Requirements

Education and/or Experience: 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

Starting salary: $125,000, plus opportunity for a discretionary bonus.

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 Charitable Gift Program
• Lucrative Referral Program
• Commute Benefits
• Flexibility: Remote and Hybrid Opportunities Available

Schedule

The position is fully remote.