Director of Operations, Technology Practice (Small & Middle Market)

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

Job summary

Lockton, a leading insurance brokerage and risk management firm, is seeking an experienced Senior Operations Leader for its Technology Practice in the Small and Middle Market segment in San Francisco. You will drive operational strategy, oversee service delivery models, and partner with Practice Leadership, Producers, and Client Executives to ensure scalable growth and high client satisfaction.

In this role, you will establish KPIs, mentor cross-functional teams, advance workflow automation, and

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.

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 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.

Skills

Leadership

Process improvement

Analytical

Communication

Stakeholder management

Strategy development

Travel readiness

Education

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

Tools

Microsoft Office Suite

Brokerage management systems

Job description

• 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.

Your 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 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.

Key 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 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

• 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.