P&C Licensed Ops Leader – Insurance CX Excellence

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

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