Agency Operations Manager

wilhelm; Lakewood Township (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

Wilhelm is seeking an Agency Operations Manager to build and lead a high-performing Commercial Lines operation. You will coach managers, develop employees, optimize workflows, and drive operational excellence to deliver an exceptional client and employee experience.

You’ll partner with HR, IT, and Finance to shape the agency’s future while directing day-to-day Commercial Lines execution and collaborating with leadership on strategic initiatives.

Qualifications

• Experience leading and developing teams in a professional services or insurance environment.
• Strong track record of improving processes, workflows, and efficiency.
• Excellent communication, relationship-building, and analytical problem-solving skills.

Responsibilities

• Lead Commercial Lines leadership team and Account Executives, fostering accountability and growth.
• Oversee performance, training, capacity planning, and hiring collaboration with HR.
• Drive continuous improvement of workflows, procedures, and service standards.
• Manage book-of-business assignments and workload distribution to balance capacity and growth.
• Leverage data, technology, automation, and AI to boost productivity and client/employee experience.
• Ensure exceptional client service and act as escalation point when needed.

Skills

Leadership

Coaching

Operational mindset

Communication

Analytical thinking

Problem solving

Tools

AMS360

Job description

About the Role:

The Agency Operations Manager is responsible for building and leading a high-performing Commercial Lines operation by developing people, optimizing processes, and driving operational excellence.

This role combines leadership, operations, strategy, and execution. You’ll coach managers, develop employees, improve workflows, oversee client service standards, and use data to drive operational excellence.

Success in this role means developing an engaged, accountable team, building efficient and scalable systems, and ensuring an exceptional experience for both clients and employees.

You’ll work closely with the CEO and partner with HR, IT, and Finance to help shape the future of the agency while leading the day-to-day execution of the Commercial Lines operation. This is an opportunity for a leader who enjoys building teams, improving systems, and making a lasting impact on a growing organization.

What You’ll Own:

• Lead, coach, and develop the Commercial Lines leadership team and Account Executives, creating a culture of accountability, collaboration, and professional growth.
• Oversee team performance, training, capacity, and resource planning while partnering with HR on hiring, development, and performance management.
• Lead Commercial Lines operations and continuous improvement, ensuring workflows, procedures, and service standards are efficient, scalable, and consistently followed.
• Oversee book-of-business assignments and workload distribution, balancing capacity, account complexity, team strengths, and agency growth.
• Use data, technology, automation, and AI to identify opportunities to improve productivity, profitability, service quality, and the employee experience.
• Ensure an exceptional client experience, serving as an escalation point and participating in strategic client relationships and meetings as needed.
• Strengthen collaboration between Producers, the Commercial Lines service team, and carrier partners.
• Partner with the CEO to execute strategic initiatives and translate agency goals into strong day-to-day execution.

What Success Looks Like:

• A high-performing, engaged, and accountable Commercial Lines team with strong managers and clear opportunities for growth.
• Efficient, scalable workflows and consistently followed service standards across the department.
• Strong capacity management, operational performance, and continuous improvement driven by meaningful data.
• Exceptional client service with fewer operational bottlenecks and stronger execution.
• Increasing ownership and autonomy as trust is built with agency leadership.

What We're Looking For:

• Proven experience leading, coaching, and developing teams, with the ability to create accountability and drive performance.
• Strong operational mindset and a track record of improving processes, workflows, and organizational efficiency.
• Excellent communication, relationship-building, analytical, and problem-solving skills.
• Highly organized and execution-focused, with the ability to prioritize multiple initiatives in a fast-paced environment.
• Comfort with business technology and a strong interest in innovation, automation, and continuous improvement.

Preferred: Property & Casualty insurance experience, an active P&C license, and experience with Agency Management Systems (AMS360 preferred). Experience leading operations within an insurance agency or other professional services organization is also highly valued.