Licensed Operations Manager- Remote.

Foundever Brasil; United States; Remote; USD 39,000 - 65,000; Full time

Job summary

Foundever® is seeking a P&C licensed Operations Manager to lead multiple insurance operations teams within a fast-paced contact center. You will drive performance, develop frontline leaders, ensure client satisfaction, and manage licensed insurance programs.

The role requires experience in large-scale contact centers, coaching leaders, managing KPIs, and navigating regulatory environments. You will partner with the client and internal teams to deliver operational excellence and financial

Qualifications

• Active Property & Casualty (P&C) Insurance License.
• 3+ years as an Operations Manager in insurance contact centers, BPOs, or CX ops.
• Experience leading leaders (Supervisors, Team Managers, Coaches, or equivalent).
• Proven ability to manage service levels, quality, productivity, attrition, client satisfaction, and financial performance.
• Strong analytical, coaching, communication, and leadership skills.
• Proficiency with contact center technology, workforce management, and operational reporting.

Responsibilities

• Lead multiple teams supporting licensed insurance operations and drive key metrics.
• Develop bench strength and succession planning for future leadership opportunities.
• Foster a positive, inclusive work environment focused on employee growth and retention.
• Partner with Workforce Management and Training teams to maximize efficiency.
• Prepare and present operational reviews and performance updates.
• Drive continuous improvement initiatives through audits and performance data.

Skills

P&C License

Operations leadership

Performance management

Cross-functional collaboration

Regulatory compliance

Education

Bachelor's Degree in Business/Management/Operations/Insurance

Equivalent leadership experience

Job description

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably's Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Lead High-Performing Insurance Operations Teams

Are you a proven insurance operations leader with a current Property & Casualty (P&C) license and a passion for driving results through people, performance, and client partnerships?

We are seeking an experienced P&C Licensed Operations Manager to lead multiple customer service and insurance support teams within a fast-paced contact center environment. This role is responsible for delivering exceptional operational performance, developing frontline leadership, ensuring client satisfaction, and driving business results across licensed insurance programs.

If you have experience leading large-scale contact center operations, coaching leaders, managing insurance operations KPIs, and navigating a highly regulated environment, we want to hear from you.

What You’ll Do

Lead & Develop Leaders

• Manage and coach Supervisors, Team Managers, and frontline leaders supporting licensed insurance operations.
• Build a culture of accountability, engagement, recognition, and continuous improvement.
• Conduct regular performance reviews, leadership coaching sessions, and development planning.
• Develop bench strength and succession planning for future leadership opportunities.
• Foster a positive and inclusive work environment focused on employee growth and retention.

Drive Operational Performance

• Lead multiple teams supporting Property & Casualty insurance customers and policyholders.
• Ensure achievement of key business metrics, including:
  • Service Level
  • Quality Assurance
  • Customer Satisfaction (CSAT)
  • Employee Engagement
  • Productivity
  • Attendance
  • Compliance
  • Revenue and Profitability
• Analyze performance trends and implement action plans to close performance gaps.
• Partner with Workforce Management and Training teams to maximize operational efficiency.

Client & Business Partnership

• Build strong relationships with internal and external stakeholders.
• Prepare and present operational business reviews and performance updates.
• Drive resolution of client escalations and operational challenges.
• Support new business implementations, program launches, and operational transitions.

Financial & Strategic Accountability

• Manage operational performance against budget and profitability goals.
• Support workforce forecasting and staffing strategies.
• Drive efficiencies while maintaining a high-quality customer and employee experience.
• Ensure accurate operational reporting and financial performance management.

Compliance & Quality

• Maintain compliance with insurance regulations, company policies, and client requirements.
• Ensure quality monitoring programs are effectively executed.
• Lead continuous improvement initiatives through audit findings, customer feedback, and performance data.
• Promote a strong culture of compliance and ethical business practices.

Required Qualifications

Must Have

• Active Property & Casualty (P&C) Insurance License
• Minimum 3+ years of Operations Manager experience in:
  • Insurance Contact Centers
  • BPO Operations
  • Customer Experience Operations
  • Insurance Agency Operations
  • Carrier or Third-Party Administrator (TPA) environments
• Experience leading leaders (Supervisors, Team Managers, Coaches, or equivalent)
• Demonstrated success managing:
  • Service Levels
  • Quality Performance
  • Productivity Metrics
  • Attrition and Attendance
  • Client Satisfaction
  • Financial Performance
• Strong analytical, coaching, communication, and leadership skills
• Proficiency with contact center technology, workforce management principles, and operational reporting

Preferred Qualifications

• Active Resident or Non-Resident P&C License
• Experience supporting national insurance carriers.
• Experience managing 100+ employee operations
• Multi-site, remote workforce, or work-from-home leadership experience
• Insurance sales, service, claims, or policy administration background
• Experience supporting licensed insurance agents in a high-volume contact center environment

Education

Bachelor's Degree in Business, Management, Operations, Insurance, or related discipline preferred.

Equivalent leadership experience within insurance operations may be substituted for formal education.

Compensation

Base Salary: Up to $65,000 annually, commensurate with experience, qualifications, location, and demonstrated leadership success.

Additional Consideration Given For

• Active P&C License
• Insurance leadership experience
• Large-scale operational management
• Proven client-facing experience

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.