Commercial Lines Director – Operations & Strategy Lead

Insurance Office of America; Richardson (TX); On-site; USD 125,000 - 150,000; Full time

Job summary

Insurance Office of America is seeking a Director, Commercial Lines to lead national initiatives in Commercial Property & Casualty operations. The role partners with leadership to standardize workflows, drive efficiency, and support M&A integration while delivering exceptional client service.

The position requires 5–7+ years of leadership in a large brokerage, an active P&C license, CPCU/CIC designations, and strong analytic, communication, and change-management skills.

Qualifications

• Active Property & Casualty license required.
• CPCU and/or CIC designation (or equivalent) preferred.
• 5–7+ years of Commercial Lines operational leadership experience within a large insurance brokerage or agency.
• Strong expertise in Commercial P&C agency operations, workflows, servicing models, and process optimization.
• Demonstrated experience with workflow standardization, operational excellence, and continuous improvement initiatives.
• Experience conducting root cause analysis and implementing sustainable process improvements.
• Strong workforce planning, capacity modeling, and resource management experience.
• Experience supporting mergers, acquisitions, and operational integration initiatives.
• Applied EPIC experience strongly preferred.
• Excellent communication, stakeholder management, and change leadership skills.
• Proven ability to influence leaders and drive results in a highly matrixed organization.
• Strong analytical, strategic thinking, and problem-solving capabilities.

Responsibilities

• Commercial Lines Strategy: Partner with Divisional and Regional Leadership to develop and execute initiatives that strengthen Commercial Lines operations, service delivery, and organizational performance.
• Operational Excellence: Identify operational challenges and implement scalable solutions that improve efficiency, quality, consistency, and client outcomes.
• Workflow Standardization: Establish and promote standardized Commercial Lines workflows, procedures, and best practices across the organization.
• Process Optimization: Lead process improvement initiatives focused on increasing productivity, reducing variation, and enhancing operational effectiveness.
• Root Cause Analysis: Evaluate operational issues, identify underlying causes, and implement corrective actions that drive sustainable improvements.
• Workforce Planning: Analyze staffing models, workload distribution, and service demands to develop capacity plans that support growth and operational excellence.
• Managed Services Alignment: Partner with operational and Managed Services teams to ensure efficient utilization of resources and alignment with organizational goals.
• Technical Expertise: Serve as a national Commercial P&C subject matter expert, providing guidance on agency operations, workflows, systems, and industry best practices.
• M&A Integration Support: Support merger and acquisition initiatives through operational assessments, integration planning, workflow alignment, and process standardization.
• Stakeholder Collaboration: Build strong partnerships with producers, operations teams, and leadership to drive engagement, accountability, and successful implementation of strategic initiatives.
• Systems & Technology Optimization: Promote effective utilization of EPIC, workflows, reporting tools, and operational technology platforms to improve performance and consistency.
• Performance Analysis: Utilize operational metrics, service measurements, and business intelligence to evaluate organizational effectiveness and identify opportunities for improvement.
• Change Leadership: Lead operational transformation efforts by facilitating adoption of new processes, workflows, and business practices throughout the organization.
• Professional Development: Maintain advanced industry, operational, and leadership expertise through continuous learning and professional development.
• Champion IOA Values: Demonstrate integrity, leadership, accountability, and professionalism in all interactions.

Skills

P&C license

CPCU/CIC designation

Commercial Lines leadership

P&C agency operations

Workflow standardization

Root cause analysis

Workforce planning

M&A integration

Stakeholder management

Influence & leadership

Analytical thinking

Tools

EPIC

Job description

Insurance Office of America is seeking a Director, Commercial Lines to lead national initiatives in Commercial Property & Casualty operations. The role partners with leadership to standardize workflows, drive efficiency, and support M&A integration while delivering exceptional client service.

The position requires 5–7+ years of leadership in a large brokerage, an active P&C license, CPCU/CIC designations, and strong analytic, communication, and change-management skills.