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Job summary

Foundever is seeking a Licensed Operations Manager for a remote role in the United States. Lead multiple licensed insurance operations teams in a fast-paced contact center, delivering strong performance, client satisfaction, and financial results.

Qualifications include an active P&C license and 3+ years of operations leadership in insurance environments. Strong coaching, communication, and analytical skills are essential for success.

Qualifications

• Active Property & Casualty (P&C) Insurance License.
• 3+ years of Operations Manager experience in insurance contact centers or related environments.
• Experience leading leaders (Supervisors, Team Managers, Coaches) or equivalent.

Responsibilities

• Lead and develop leaders across licensed insurance operations.
• Drive operational performance, ensuring key metrics and CSAT targets are met.
• Partner with stakeholders to manage client expectations and program launches.
• Oversee budgeting, forecasting, and reporting to maintain profitability.

Skills

Leadership

Coaching

Data analysis

Communication

Strategic thinking

Education

Bachelor's degree in Business/Management/Operations

Tools

Contact center software

Workforce management systems

Operational reporting

Job description

Licensed Operations Manager- Remote. (Remote, Any Location, United States of America)

Location: Remote (Any Location, United States of America)

Employment type: Full-time

About Us

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we are 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 Comparablys 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.

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 m