Data-Driven Service Operations Leader (Insurance)

Berkshire Hathaway Guard; Wilkes-Barre (Luzerne County); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Hybrid schedule 2 days remote / 3 in‑c

Competitive pay + generous PTO

Medical, dental & vision starting day

401(k), tuition reimbursement &longevi

Job summary

Berkshire Hathaway GUARD Insurance Companies seeks a Service Operations Manager to lead and optimize service delivery across multiple teams, ensuring quality, productivity, and SLA adherence. The role partners with Underwriting, Product, Claims and IT to drive operations strategy and customer experience improvements.

With 5+ years in service operations leadership and 3+ years of people leadership, you will shape workforce plans, dashboards, and continuous improvements while supporting growth.

Qualifications

• 5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations.
• Minimum 3 years of people leadership experience managing supervisors and/or large operational teams.
• Experience leading operational transformation and process improvement initiatives.
• Experience managing service level agreements, workforce planning, and operational performance metrics.

Responsibilities

• Lead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery.
• Develop and maintain key performance indicators (KPIs), dashboards, and management reporting.
• Partner with business leaders to improve customer journeys and service delivery processes.
• Coach supervisors and team members to build a high-performance culture and accountability.
• Collaborate with Product, Underwriting, Claims, Technology, QA, and Training to align priorities.

Skills

Leadership

People management

Data analytics

Strategic planning

Stakeholder collaboration

Insurance operations

Education

Bachelor’s degree in business, Management, Operations, Insurance, or a related field preferred

Tools

Dashboards

Job description

Berkshire Hathaway GUARD Insurance Companies seeks a Service Operations Manager to lead and optimize service delivery across multiple teams, ensuring quality, productivity, and SLA adherence. The role partners with Underwriting, Product, Claims and IT to drive operations strategy and customer experience improvements.

With 5+ years in service operations leadership and 3+ years of people leadership, you will shape workforce plans, dashboards, and continuous improvements while supporting growth.