Director of Operations - State Farm Agent Team Member

State Farm; Larned (KS); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Flexible schedule

Paid time off

Training & development

Job summary

State Farm’s Erway Agency in Kansas seeks a Director of Operations to lead day-to-day agency operations and drive performance across the team. You’ll collaborate with the agency owner to develop people, optimize processes, monitor performance, and ensure excellent service for customers.

In this hands-on leadership role, you will recruit and coach staff, manage workflows, and implement improvements to maximize renewals, retention, and sales outcomes while maintaining compliance with state

Qualifications

• Leadership, management, or business operations experience preferred.
• Strong communication and problem-solving skills.
• Excellent organization and attention to detail.
• Ability to coach others and hold people accountable.
• Comfortable working with goals, metrics, and performance expectations.
• Strong follow-through and ability to manage multiple priorities.
• Willingness to learn the insurance industry and obtain required state insurance licenses.

Responsibilities

• Recruit, onboard, train, and develop team members.
• Set clear expectations and conduct coaching and 1:1 meetings.
• Manage schedules, workloads, and team accountability.
• Build a positive, high-performing culture.
• Track agency goals, scorecards, and KPIs.
• Lead weekly team and performance meetings.
• Improve sales, follow-up, retention, and service results.
• Turn business goals into actionable plans with the owner.
• Maintain high standards for customer communication and follow-up.
• Oversee renewals, coverage reviews, claims support, and retention.
• Handle escalated customer situations.
• Identify opportunities to improve customer experience.
• Create and improve processes and SOPs.
• Manage workflows, queues, and quality control.
• Identify inefficiencies and implement better solutions.
• Ensure procedures and compliance requirements are followed.

Skills

Leadership

Management

Communication

Problem-solving

Organization

Detail-oriented

Coaching

Accountability

KPIs

Licensing

Job description

Benefits

• 401(k) matching
• Bonus based on performance
• Flexible schedule
• Paid time off
• Training & development

You May Be a Great Fit If…

• You’re a natural leader who enjoys helping others succeed while holding them accountable.
• You stay calm, organized, and solution-focused when things get busy.
• You’re detail-oriented and take pride in getting things done correctly and on time.
• You see inefficient processes and immediately think about how to improve them.
• You communicate clearly and genuinely care about customers and your community.
• You’re motivated by goals, growth, and measurable results.
• You enjoy creating structure and helping a team perform at a high level.

About the Role

As Director of Operations for the Erway Agency, you’ll work closely with the agency owner to lead the team and oversee the day-to-day operations of a growing State Farm agency.

This is a hands-on leadership position. You’ll help develop our people, strengthen our processes, track performance, and ensure our customers consistently receive excellent service.

Key Responsibilities

Lead & Develop the Team

• Help recruit, onboard, train, and develop team members.
• Set clear expectations and hold regular coaching and one-on-one meetings.
• Manage schedules, workloads, and team accountability.
• Build a positive, high-performing culture.

Drive Performance

• Track agency goals, scorecards, and key performance metrics.
• Lead weekly team and performance meetings.
• Help improve sales, follow-up, retention, and customer service results.
• Work with the agency owner to turn business goals into action.

Oversee Customer Experience

• Maintain high standards for customer communication and follow-up.
• Oversee renewals, coverage reviews, claims support, and customer retention.
• Handle escalated customer situations when needed.
• Identify opportunities to improve the overall customer experience.

Improve Operations

• Create and improve processes and standard operating procedures.
• Manage workflows, task queues, and quality control.
• Identify inefficiencies and implement better solutions.
• Help ensure agency procedures and compliance requirements are followed consistently.

What We’re Looking For

• Leadership, management, or business operations experience preferred.
• Strong communication and problem-solving skills.
• Excellent organization and attention to detail.
• Ability to coach others and hold people accountable.
• Comfortable working with goals, metrics, and performance expectations.
• Strong follow-through and ability to manage multiple priorities.
• Willingness to learn the insurance industry and obtain required state insurance licenses.

About the Erway Agency

At Landon Erway State Farm, we help people protect what matters most while providing the kind of service we would want our own families to receive.

We’re building a team focused on growth, accountability, exceptional service, and making a positive impact in our communities.

If you enjoy leading people, improving systems, solving problems, and helping a business grow, we’d love to hear from you.