Operations Director

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

The Operations Director is responsible for leading all operational functions of Pierce Insurance Agency and ensuring the organization delivers a consistent, scalable, and profitable client experience. This role partners with agency leadership to execute strategic priorities while maintaining the agency's high-touch service model and supporting continued growth.

The Operations Director oversees implementation, account management, customer service, enrollment operations, call center functions, technology operations, billing administration, project management, reporting, and operational governance.

Key Responsibilities:

Operational Leadership

• 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.

Financial Visibility & Reporting

• Develop agency-wide operational and financial reporting.
• Revenue
• Commissions
• Profitability
• Service metrics
• Partner with finance to improve forecasting and budgeting.
• Monitor operational efficiency and resource allocation.

Client Service & Account Management

• Oversee account management and customer service teams.
• Create clear ownership models for client servicing.
• Establish service standards and escalation procedures.
• Improve client retention and satisfaction.
• Drive strategic account review processes.

Implementation & Project Management

• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between:
  • Sales
  • Technology
  • Enrollment
  • Account Management
  • Carriers
• Ensure successful onboarding of new clients.

Enrollment Operations

• Optimize counselor deployment and enrollment workflows.
• Improve staffing and capacity planning.
• Measure participation, enrollment success, and operational performance.

RFP & Proposal Governance

• 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.

Technology & Process Improvement

• 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.

Organizational Development

• Evaluate organizational structure and staffing requirements.
• Develop succession planning strategies.
• Improve role clarity and accountability.
• Foster a culture of operational excellence and continuous improvement.

Key Performance Indicators (KPIs)

• Revenue growth
• Operating margin
• Commission leakage reduction
• Budget adherence

Operational

• Implementation cycle time
• Service ticket resolution times
• Capacity utilization

Client

• Net Promoter Score (NPS)
• Client satisfaction scores
• Renewal success rates

Team

• Employee retention
• Productivity metrics
• Training completion
• Succession readiness

Qualifications:

Required:

• 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.

Preferred:

• Employee benefits or voluntary benefits industry experience.
• Enrollment and benefits administration expertise.
• Technology transformation experience.
• Project management certification (PMP or similar).

Success Profile (First 12-18 Months)

The Operations Director would be expected to:

• Establish agency-wide financial and operational reporting.
• Standardize implementation and project management processes.
• Formalize the RFP governance model.
• Separate and optimize customer service and call center operations.
• Improve capacity planning and workload visibility.
• Build a scalable operating model that preserves Pierce's high-touch client experience while supporting future growth.

Disclaimer:

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.

Equal Employment Opportunity (EEO):

FRP provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other classifications protected by law.

FRP offers a comprehensive range of health-related benefit options including medical, vision, and dental. We offer a 401(k) with company match, company paid life insurance, STD, LTD and a generous PTO policy starting at 18 days per year plus 10 paid holidays & 2 floating holidays!

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Foundation Risk Partners's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.