Growth-Driven Insurance Operations Leader

The Workplace Advisors; City of Rochester (NY); On-site; USD 80,000 - 110,000; Full time

Job summary

The Workplace Advisors in Rochester, NY is seeking a full-time Operations Manager to take day-to-day management off the owner’s plate and drive growth. You’ll blend operations, HR, vendor/technology management, and project leadership to shape how the agency runs.

This hands-on role requires building processes, coaching a team, leading regular meetings, and ensuring excellent client service as retention stays above 90%.

Qualifications

• Experience in project management, insurance agency operations, or agency management.
• Ability to build rapport across mixed tenured staff and lead with clear communication.
• Comfort with technology and openness to AI tools to improve execution.
• Strong communication and willingness to work on-site.
• Experience with HR, handbooks, or office administration preferred.

Responsibilities

• Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
• Lead hiring, onboarding, offboarding, and general HR/company communications
• Document and enforce standard operating procedures, and help build out an employee handbook
• Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
• Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
• Lead cross-selling initiatives and project-manage growth programs across the agency
• Enhance the overall customer experience in support of the agency's 90%+ client retention
• Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
• Coach staff, address performance issues directly, and hold the team accountable to standards
• Support servicing of some accounts and assist with prospect calls as needed to free up the owner for revenue generation
• Track and report on book-of-business performance and measure agency processes to drive results

Skills

Leadership

Communication

Project management

HR

Technology adoption

Tools

Agency management system

Phone system

Job description

The Workplace Advisors in Rochester, NY is seeking a full-time Operations Manager to take day-to-day management off the owner’s plate and drive growth. You’ll blend operations, HR, vendor/technology management, and project leadership to shape how the agency runs.

This hands-on role requires building processes, coaching a team, leading regular meetings, and ensuring excellent client service as retention stays above 90%.