Director of Operations, Technology Practice (...

Lockton; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Lockton is seeking a strategic and results-oriented Director of Operations to lead operational excellence across our Technology Practice’s Small and Middle Market client segment. This role drives operational strategy, service delivery, process optimization, and team performance to support growth and exceptional client outcomes.

You will partner with Producers, Client Executives, and Practice Leadership to develop scalable processes, optimize client delivery, and improve efficiency while managing

Qualifications

• Bachelor's degree in Business Administration, Insurance, Risk Management, Finance, or a related field.
• 10+ years of experience within the insurance brokerage, risk management, employee benefits, or professional services industry.
• 5+ years of leadership experience overseeing operations, client service, or related business functions.
• Strong knowledge of commercial insurance brokerage operations, service delivery models, and agency management practices.
• Experience supporting technology industry clients and understanding the unique risks and insurance needs of growth-focused organizations preferred.
• Demonstrated success leading process improvement, operational transformation, and organizational growth initiatives.
• Proven ability to build, develop, and lead high-performing teams across multiple functions.
• Strong analytical, financial, and strategic planning skills with the ability to use data to drive business decisions.
• Excellent communication, relationship management, and stakeholder influence skills.
• Proficiency with Microsoft Office Suite and brokerage management systems, with the ability to travel as business needs require.

Responsibilities

• Lead operational strategy and execution for Lockton’s Technology Practice Small and Middle Market client segment, ensuring scalable growth and service excellence.
• Partner with Practice Leadership, Producers, Client Executives, and Service Teams to optimize client delivery models and operational effectiveness.
• Develop and implement processes, workflows, and best practices that drive efficiency, consistency, and profitable growth.
• Establish and monitor KPIs, operational metrics, and service standards to support business objectives.
• Lead, mentor, and develop high-performing operations and client service teams, fostering accountability and continuous improvement.
• Drive technology adoption, workflow automation, and process improvement initiatives to enhance operational performance.
• Collaborate with leadership on workforce planning, resource allocation, budgeting, and capacity management.
• Support client retention efforts by ensuring exceptional service delivery and helping resolve complex operational or service issues.
• Ensure compliance with company policies, carrier requirements, and applicable industry regulations.
• Identify operational risks and opportunities and make recommendations that support strategic business goals.

Skills

Leadership

Strategic planning

Operations management

Insurance brokerage

Process improvement

Team development

KPIs

Communication

Financial acumen

Stakeholder management

Travel

Education

Bachelor's degree in Business Administration, Insurance, Risk Management, Finance, or a related field

Tools

Brokerage management systems

Microsoft Office Suite

Job description

Director of Operations, Technology Practice (Small & Mid...

San Francisco, California, United States of America

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

About the Position

Lockton is seeking a strategic and results-oriented Director of Operations to lead operational excellence across our Technology Practice’s Small and Middle Market client segment. This leadership role is responsible for driving operational strategy, service delivery consistency, process optimization, and team performance to support continued growth and exceptional client outcomes.

The Director of Operations will partner closely with Producers, Client Executives, Account Management leaders, and Practice Leadership to develop scalable processes, enhance client service models, improve operational efficiency, and support profitable growth. The ideal candidate is a collaborative leader with deep insurance brokerage expertise, proven operational leadership experience, and a passion for building high-performing teams in a dynamic and evolving environment.

• Lead operational strategy and execution for Lockton’s Technology Practice Small and Middle Market client segment, ensuring scalable growth and service excellence.
• Partner with Practice Leadership, Producers, Client Executives, and Service Teams to optimize client delivery models and operational effectiveness.
• Develop and implement processes, workflows, and best practices that drive efficiency, consistency, and profitable growth.
• Establish and monitor key performance indicators (KPIs), operational metrics, and service standards to support business objectives.
• Lead, mentor, and develop high-performing operations and client service teams, fostering a culture of accountability and continuous improvement.
• Drive technology adoption, workflow automation, and process improvement initiatives to enhance operational performance.
• Collaborate with leadership on workforce planning, resource allocation, budgeting, and capacity management.
• Support client retention efforts by ensuring exceptional service delivery and helping resolve complex operational or service issues.
• Ensure compliance with company policies, carrier requirements, and applicable industry regulations.
• Identify operational risks and opportunities and make recommendations that support strategic business goals.

Qualifications

Qualifications

• Bachelor's degree in Business Administration, Insurance, Risk Management, Finance, or a related field; equivalent experience will be considered.
• 10+ years of experience within the insurance brokerage, risk management, employee benefits, or professional services industry.
• 5+ years of leadership experience overseeing operations, client service, or related business functions.
• Strong knowledge of commercial insurance brokerage operations, service delivery models, and agency management practices.
• Experience supporting technology industry clients and understanding the unique risks and insurance needs of growth-focused organizations preferred.
• Demonstrated success leading process improvement, operational transformation, and organizational growth initiatives.
• Proven ability to build, develop, and lead high-performing teams across multiple functions.
• Strong analytical, financial, and strategic planning skills with the ability to use data to drive business decisions.
• Excellent communication, relationship management, and stakeholder influence skills.
• Proficiency with Microsoft Office Suite and brokerage management systems, with the ability to travel as business needs require.

Equal Opportunity Statement

Lockton Companies is proud to provide everyone anequal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learnsfrom, celebrates and thrives because of ourbreadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long‑term success.

About Lockton

Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 13,100+ Associates doing business in over 155 countries are empowered to do what’s right every day.

At Lockton, we believe in the power of all people. You belong at Lockton.

How We Will Support You

At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.

We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.

Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant’s resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.