Remote Director of Insurance Operations & Capacity

When Insurance Agency, Inc.; Northern (KY); Remote; USD 150,000 - 230,000; Full time

Benefits offered by this job

Stock options

Remote role

Health insurance covered

Job summary

When Insurance Agency, Inc. is seeking a Head of Insurance Operations to lead the licensed agency function and guide members through coverage transitions, ICHRA enrollment, and Medicare decisions with an eye for scale and compliance.

You will inherit a small team and design the next phase: enrollment operations, partner and contractor capacity, and a robust compliance discipline across licensing and state requirements.

Qualifications

• 10+ years in licensed insurance service operations.
• Experience scaling a licensed contact center through multiple enrollment cycles.
• Experience managing outsourced, partner, or 1099 agent capacity alongside internal teams.

Responsibilities

• Lead the existing team of licensed agents, including scheduling, coaching, and performance management.
• Own the member support experience across phone, email, and chat, including outreach cadence and enrollment workflows.
• Run quality assurance and training: call/email review, scorecards, calibration, onboarding for every agent.

Skills

Leadership

Analytical

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Zendesk

HubSpot

Metabase

Job description

When Insurance Agency, Inc. is seeking a Head of Insurance Operations to lead the licensed agency function and guide members through coverage transitions, ICHRA enrollment, and Medicare decisions with an eye for scale and compliance.

You will inherit a small team and design the next phase: enrollment operations, partner and contractor capacity, and a robust compliance discipline across licensing and state requirements.