Head of Operations - Insurance, Scale & Client Experience

Foundation Risk Partners, Corp.; Raleigh (NC); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

401(k) with company match

Life insurance

STD/LTD

PTO

Job summary

Foundation Risk Partners is seeking an Operations Director to lead all operational functions at Pierce Insurance Agency, driving scalable processes and a high‑touch client experience. You will partner with agency leadership to execute strategic priorities while supporting growth.

The role covers implementation, account management, enrollment operations, call center functions, technology operations, billing, project management, reporting, and governance.

Qualifications

• 10+ years of operational leadership experience.
• Experience within insurance, employee benefits, brokerage, or consulting organizations.
• Strong financial and operational management capabilities.
• Experience leading multi-functional teams.
• Demonstrated success scaling service organizations.

Responsibilities

• Lead day-to-day agency operations.
• Design and implement scalable business processes.
• Establish operational standards, policies, and performance expectations.
• Create accountability frameworks across departments.
• Reduce dependency on individual knowledge and manual workflows.
• Develop agency-wide operational and financial reporting.
• Monitor operational efficiency and resource allocation.
• Oversee account management and customer service teams.
• Establish service standards and escalation procedures.
• Improve client retention and satisfaction.
• Drive strategic account review processes.
• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between Sales, Technology, Enrollment, Account Management, and Carriers.
• Ensure successful onboarding of new clients.
• Optimize counselor deployment and enrollment workflows.
• Improve staffing and capacity planning.
• Measure participation, enrollment success, and operational performance.
• Establish a centralized RFP management process.
• Develop proposal templates and content libraries.
• Create review and quality-control procedures.
• Track proposal metrics and win rates.
• Ensure consistency across carrier and client responses.
• Lead technology strategy and operational modernization.
• Oversee agency platforms, enrollment systems, billing systems, and reporting tools.
• Prioritize automation opportunities.
• Improve data governance and reporting accuracy.
• Drive technology initiatives that improve scalability and client experience.
• Evaluate organizational structure and staffing requirements.
• Develop succession planning strategies.
• Improve role clarity and accountability.
• Foster a culture of operational excellence and continuous improvement.
• KPIs: Revenue growth, Operating margin, Commission leakage reduction, Budget adherence.
• Operational: Implementation cycle time, Service ticket resolution times, Capacity utilization.
• Client: Net Promoter Score, Client satisfaction scores, Renewal success rates.
• Team: Employee retention, Productivity metrics, Training completion, Succession readiness.

Skills

Operational leadership

Insurance industry

Financial management

Cross-functional leadership

Technology transformation

Project management certification

Job description

Foundation Risk Partners is seeking an Operations Director to lead all operational functions at Pierce Insurance Agency, driving scalable processes and a high‑touch client experience. You will partner with agency leadership to execute strategic priorities while supporting growth.

The role covers implementation, account management, enrollment operations, call center functions, technology operations, billing, project management, reporting, and governance.