Operations Director

Foundation-Risk-Partners; Farmville (NC); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health insurance options

401(k) with company match

Paid time off

Job summary

Pierce Insurance Agency is seeking a Chief Operating Officer to lead all operational functions, ensuring a scalable and profitable client experience. You will partner with agency leadership to execute strategic priorities while maintaining a high-touch service model and supporting growth.

The COO will oversee implementation, account management, enrollment operations, call center functions, technology operations, billing, project management, reporting, and governance.

Qualifications

• 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.

Responsibilities

• Lead day-to-day agency operations and design scalable processes.
• Establish operational standards, policies, and performance expectations.
• Create accountability frameworks across departments and reduce dependency on individuals.
• Oversee implementation, enrollment operations, and client service functions.
• Drive technology modernization and data governance for scalability.

Skills

Operational leadership

Financial management

Cross-functional leadership

Project management

Job description

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

The COO oversees implementation, account management, customer service, enrollment operations, call center functions, technology operations, billing administration, project management, reporting, and operational governance.

Key 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.
• Revenue
• Commissions
• Profitability
• 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

• 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.
• Foster a culture of operational excellence and continuous improvement.

Key Performance Indicators (KPIs)

• Revenue growth
• Operating margin
• Commission leakage reduction
• Budget adherence

Operational

• Implementation cycle time
• Service ticket resolution times
• Capacity utilization

Client

• 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.
• Project management certification (PMP or similar).

Success Profile (First 12–18 Months)

The COO 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

Disclaimer:

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.

Equal Employment Opportunity (EEO):

FRP provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other classifications protected by law.

FRP offers a comprehensive range of health-related benefit options including medical, vision, and dental. We offer a 401(k) with company match, company paid life insurance, STD, LTD and a generous PTO policy starting at 18 days per year plus 10 paid holidays & 2 floating holidays!