Operations Director: Scale & Elevate Client Experience

Foundation Risk Partners, Corp.; Raleigh (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

Foundation Risk Partners, a leading insurance brokerage and consulting firm, seeks an Operations Director for Pierce Insurance. You will lead day-to-day agency operations, design scalable processes, and create a high-touch client experience while driving growth and profitability.

This role requires 10+ years of operational leadership in insurance or related fields, with a focus on governance, enrollment, technology, and strategic program implementation. Raleigh-based leadership role.

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

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.
• Establish KPI dashboards for revenue, commissions, profitability, client retention, enrollment performance, and service metrics.
• Partner with finance to improve forecasting and budgeting.
• Oversee account management and customer service teams.
• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between sales, technology, enrollment, account management, and carriers.
• Oversee open enrollment execution and enrollment workflows.
• Establish service standards and escalation procedures.
• Lead technology strategy and operational modernization.

Skills

Operational leadership

Financial management

Cross-functional leadership

Scaling service organizations

Project management

Education

PMP or similar certification

Job description

Foundation Risk Partners, a leading insurance brokerage and consulting firm, seeks an Operations Director for Pierce Insurance. You will lead day-to-day agency operations, design scalable processes, and create a high-touch client experience while driving growth and profitability.

This role requires 10+ years of operational leadership in insurance or related fields, with a focus on governance, enrollment, technology, and strategic program implementation. Raleigh-based leadership role.