Director of Operations & Client Experience

Foundation Risk Partners; Farmville (NC); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

PTO + holidays

Job summary

Foundation Risk Partners, together with Pierce Insurance, is seeking an Operations Director to lead all operational functions and drive a scalable, high-touch client experience. You will partner with agency leadership to execute strategic priorities while enabling growth and profitability.

You will design processes, establish standards, and create KPI dashboards to monitor revenue, commissions, profitability, and client retention, while overseeing enrollment, implementation, and client service

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.
• 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.
• Develop agency-wide operational and financial reporting.
• Establish KPI dashboards for revenue, commissions, profitability, client retention, enrollment performance, and service metrics.
• Partner with finance to improve forecasting and budgeting.
• Monitor operational efficiency and resource allocation.
• 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.
• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between sales, technology, enrollment, account management, and carriers.
• Ensure successful onboarding of new clients.
• Oversee open enrollment execution.
• Optimize counselor deployment and enrollment workflows.
• Improve staffing and capacity planning.
• Measure participation, enrollment success, and operational performance.
• Establish 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.
• 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.
• Evaluate organizational structure and staffing requirements.
• Develop succession planning strategies.
• Improve role clarity and accountability.
• Build management capabilities across departments.
• Foster a culture of operational excellence and continuous improvement.

Skills

Operational leadership

Insurance industry

Financial management

Cross-functional leadership

Scaling service organizations

Job description

Foundation Risk Partners, together with Pierce Insurance, is seeking an Operations Director to lead all operational functions and drive a scalable, high-touch client experience. You will partner with agency leadership to execute strategic priorities while enabling growth and profitability.

You will design processes, establish standards, and create KPI dashboards to monitor revenue, commissions, profitability, and client retention, while overseeing enrollment, implementation, and client service