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

Lockton; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Lockton is seeking an experienced Operations Leader to guide the Technology Practice for Small and Middle Market clients in San Francisco. You will shape operational strategy, drive efficiency, and lead cross-functional teams to deliver superior client service.

The role emphasizes process improvement, KPI governance, and collaboration with leadership to optimize delivery models, technology adoption, and capacity planning across the firm.

Qualifications

• Requires Bachelor’s degree in business, insurance, risk management, finance, or related field; equivalent experience will be considered.
• 10+ years in insurance brokerage, risk management, employee benefits, or professional services industry.
• 5+ years of leadership experience overseeing operations, client service, or related functions.
• Strong knowledge of commercial insurance brokerage operations, service delivery models, and agency management practices.
• Experience supporting technology industry clients and understanding risks for growth-focused organizations is 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 data-driven decision making.
• Excellent communication, relationship management, and stakeholder influence skills.
• Proficiency with Microsoft Office Suite and brokerage management systems; willingness to travel.

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 by ensuring exceptional service delivery and resolving 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

Operational leadership

Process improvement

Strategic planning

Data-driven decisions

Stakeholder management

Team development

Business analytics

Education

Bachelor's degree in Business Administration / Insurance / Risk Management / Finance

Equivalent experience considered

Tools

Brokerage management systems

Job description

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.