Director, Commercial Lines Operations ( Boston or Webster, Hybrid) 1

Mapfre; Webster (MA); Hybrid; USD 121,000 - 170,000; Full time

Benefits offered by this job

Paid Time Off

401(k) & Profit Sharing

Medical, Dental and Vision Coverage

Wellness programs

Job summary

MAPFRE seeks a transformational Director, Commercial Lines Operations to modernize underwriting operations, service delivery, workflow optimization, and performance initiatives that support profitable growth and an exceptional agent and customer experience.

Partner with Underwriting, Distribution, Product, Technology, and vendors to drive process improvement, automation, and a scalable operating model within a hybrid framework in Boston or Webster, MA.

Qualifications

• Bachelor's degree required; MBA or other advanced degree preferred.
• 10+ years of Property & Casualty insurance experience, including 5+ years in Commercial Lines operations, underwriting operations, transformation, operational excellence, or related leadership roles.
• Proven experience leading large-scale operational teams, including vendor and offshore partnerships.
• Demonstrated success designing and implementing workflow models, operating procedures, process maps, performance metrics, and operational dashboards.
• Deep understanding of Commercial Lines workflows, including submission intake, triage, rating, underwriting support, and policy servicing.
• Expertise in workflow technologies, operational reporting, process improvement methodologies, and operational best practices.
• Experience with policy administration platforms and modernization initiatives, including Guidewire, workflow engines, rating tools, and submission intake automation.
• Strong leadership, change management, and stakeholder partnership skills with the ability to influence across multiple business functions.

Responsibilities

• Lead Operational Transformation across Commercial Lines, including underwriting support, service operations, workflow redesign, and performance management.
• Oversee and optimize the Commercial Lines service model to align objectives with frontline execution.
• Drive a culture of continuous improvement through process enhancements and measurable outcomes.
• Ensure operational accountability across assurance providers while supporting pilots and testing initiatives.
• Establish a centralized Underwriting Assistant (UA) model for Small Commercial and Complex underwriting teams.
• Develop SOPs, RACI, process maps, and knowledge resources to drive consistency and efficiency.
• Implement workflow management tools, queues, and productivity dashboards to improve visibility and workload management.
• Improve quote, renewal, endorsement, and policy service cycle times while maintaining underwriting integrity.
• Develop KPIs, reporting, and management routines to support capacity planning and performance management.
• Partner with Technology to advance modernization initiatives and automation of submission intake and rating tools.
• Lead Underwriting Assistants, service teams, and offshore partners; set performance expectations and development plans.
• Enhance onboarding of agents and customers by removing bottlenecks and aligning service delivery with segmentation and growth strategies.

Skills

Leadership

Change management

Stakeholder partnership

Strategic thinking

Education

Bachelor's degree

MBA or advanced degree

Tools

Guidewire

Workflow engines

Rating tools

Submission intake automation

Job description

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Director, Commercial Lines Operations ( Boston or Webster, Hybrid) 1

Date: Aug 28, 2026

Location: Webster, MA, US

Company: MAPFRE

Director, Commercial Lines Operations

Shape the Future of Commercial Lines Operations

Mapfre is seeking a transformational operations leader to modernize and scale our Commercial Lines business. As Director, Commercial Lines Operations, you will lead underwriting operations, service delivery, workflow optimization, and operational performance initiatives that support profitable growth and an exceptional agent and customer experience.

Partnering closely with leaders across Underwriting, Distribution, Product, Technology, and vendor/offshore operations, you'll drive process improvement, operational efficiency, automation, and the development of a scalable operating model. This highly visible leadership role offers the opportunity to build high-performing teams, enhance operational excellence, and influence the future of Commercial Lines at Mapfre.

What You'll Do

Lead Operational Transformation

• Lead the transformation of Commercial Lines operations, including underwriting support, service operations, workflow redesign, and performance management.
• Oversee and continuously optimize the Commercial Lines service model to align business objectives with frontline execution.
• Drive a culture of continuous improvement through process enhancements, operational rigor, and measurable performance outcomes.
• Ensure operational accountability across assurance providers while supporting pilots, testing initiatives, and business innovation efforts.

Build Scalable Operations & Process Excellence

• Establish and lead a centralized Underwriting Assistant (UA) model supporting Small Commercial and Complex underwriting teams.
• Develop standardized operating procedures, RACI frameworks, process maps, and knowledge resources that drive consistency and efficiency.
• Implement workflow management tools, queue solutions, and productivity dashboards to improve visibility, service levels, and workload management.
• Improve quote, renewal, endorsement, and policy service cycle times while maintaining quality and underwriting integrity.
• Develop and monitor KPIs, operational reporting, and management routines that support capacity planning, performance management, and workload distribution.

Drive Modernization & Automation

• Partner with Technology to advance modernization initiatives, including Guidewire enhancements, workflow automation, submission intake automation, and rating tools.
• Identify and implement opportunities to streamline operations through technology, automation, and process optimization.
• Support long-term business scalability through continuous operational improvement and innovation.

Lead High-Performing Teams

• Lead and develop Underwriting Assistants, service teams, team leaders, and vendor/offshore partners, including EXL.
• Establish performance expectations, accountability measures, and talent development strategies that support operational excellence.
• Create training, cross-training, and career development programs that strengthen organizational capability and reduce key-person dependencies.
• Foster a culture of accountability, collaboration, transparency, and continuous improvement.

Enhance Underwriting, Agent & Customer Experience

• Partner with Underwriting leadership to remove operational barriers, improve referral processes, and enhance underwriting effectiveness.
• Collaborate with Distribution and Underwriting to align service delivery with agent segmentation, business priorities, and growth strategies.
• Drive measurable improvements in agent and customer experience across the policy lifecycle while supporting underwriting discipline and profitable growth.

What You'll Bring

• Bachelor's degree required; MBA or other advanced degree preferred.
• 10+ years of Property & Casualty insurance experience, including 5+ years in Commercial Lines operations, underwriting operations, transformation, operational excellence, or related leadership roles.
• Proven experience leading large-scale operational teams, including vendor and offshore partnerships.
• Demonstrated success designing and implementing workflow models, operating procedures, process maps, performance metrics, and operational dashboards.
• Deep understanding of Commercial Lines workflows, including submission intake, triage, rating, underwriting support, and policy servicing.
• Expertise in workflow technologies, operational reporting, process improvement methodologies, and operational best practices.
• Experience with policy administration platforms and modernization initiatives, including Guidewire, workflow engines, rating tools, and submission intake automation.
• Strong leadership, change management, and stakeholder partnership skills with the ability to influence across multiple business functions.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job- we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range : $121,000 - $170,000

Benefits Highlights:

AtMapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:

• Paid Time Off (PTO) :A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
• 401(k) & Profit Sharing :Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.
• Medical, Dental and Vision Coverage :Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
• Other Benefits Include : STD, LTD, Life Insurance, FSA, HSA and various wellness programs

Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy. The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit: https://mapfre.gobenefits.net/

If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at [e-mail]. Mapfre is proud to be an Equal Opportunity Employer.

Important Notice:
The information above is intended to provide a general overview of available benefits. Eligibility, plan provisions, and coverage are governed by the terms and conditions of the applicable benefit plans and policies, which may be modified from time to time

Nearest Major Market: Worcester
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