Operations Director

About the Role

The Operations Director is responsible for leading all operational functions of Pierce Insurance Agency and ensuring the organization delivers a consistent, scalable, and profitable client experience. This role partners with agency leadership to execute strategic priorities while maintaining the agency's high-touch service model and supporting continued growth.

Responsibilities

• Operational Leadership
  • Lead day-to-day agency operations.
  • Design and implement scalable business processes.
  • Establish operational standards, policies, and performance expectations.
  • Create accountability frameworks across departments.
  • Reduce dependency on individual knowledge and manual workflows.
• Financial Visibility & Reporting
  • Develop agency-wide operational and financial reporting.
  • Establish KPI dashboards for:
    • Revenue
    • Commissions
    • Profitability
    • Client retention
    • Enrollment performance
    • Service metrics
  • Partner with finance to improve forecasting and budgeting.
  • Monitor operational efficiency and resource allocation.
• Client Service & Account Management
  • Oversee account management and customer service teams.
  • Create clear ownership models for client servicing.
  • Establish service standards and escalation procedures.
  • Improve client retention and satisfaction.
  • Drive strategic account review processes.
• Implementation & Project Management
  • Build a formal project management framework.
  • Standardize implementation timelines, milestones, and deliverables.
  • Improve cross-functional coordination between:
    • Sales
    • Technology
    • Enrollment
    • Account Management
    • Carriers
  • Ensure successful onboarding of new clients.
• Enrollment Operations
  • Oversee open enrollment execution.
  • Optimize counselor deployment and enrollment workflows.
  • Improve staffing and capacity planning.
  • Measure participation, enrollment success, and operational performance.
• RFP & Proposal Governance
  • Establish a centralized RFP management process.
  • Develop proposal templates and content libraries.
  • Create review and quality-control procedures.
  • Track proposal metrics and win rates.
  • Ensure consistency across carrier and client responses.
• Technology & Process Improvement
  • Lead technology strategy and operational modernization.
  • Oversee agency platforms, enrollment systems, billing systems, and reporting tools.
  • Prioritize automation opportunities.
  • Improve data governance and reporting accuracy.
  • Drive technology initiatives that improve scalability and client experience.
• Organizational Development
  • Evaluate organizational structure and staffing requirements.
  • Develop succession planning strategies.
  • Improve role clarity and accountability.
  • Build management capabilities across departments.
  • Foster a culture of operational excellence and continuous improvement.
• Key Performance Indicators (KPIs)
  • Financial
    • Revenue growth
    • Operating margin
    • Commission leakage reduction
    • Budget adherence
  • Operational
    • Implementation cycle time
    • Open enrollment completion rates
    • Service ticket resolution times
    • Capacity utilization
  • Client
    • Client retention
    • Net Promoter Score (NPS)
    • Client satisfaction scores
    • Renewal success rates
  • Team
    • Employee retention
    • Productivity metrics
    • Training completion
    • Succession readiness

Qualifications

• Required:
  • 10+ years of operational leadership experience.
  • Experience within insurance, employee benefits, brokerage, or consulting organizations.
  • Strong financial and operational management capabilities.
  • Experience leading multi-functional teams.
  • Demonstrated success scaling service organizations.
• Preferred:
  • Employee benefits or voluntary benefits industry experience.
  • Enrollment and benefits administration expertise.
  • Technology transformation experience.
  • M&A integration experience.
  • Project management certification (PMP or similar).

Success Profile (First 12–18 Months)

The Operations Director would be expected to:

• Establish agency-wide financial and operational reporting.
• Standardize implementation and project management processes.
• Formalize the RFP governance model.
• Separate and optimize customer service and call center operations.
• Improve capacity planning and workload visibility.
• Build a scalable operating model that preserves Pierce's high-touch client experience while supporting future growth.

Benefits

• Comprehensive health-related benefit options including medical, vision, and dental.
• 401(k) with company match.
• Company paid life insurance, STD, and LTD.
• Generous PTO policy starting at 18 days per year plus 10 paid holidays & 2 floating holidays.