Senior Director, Commercial Lines & Operations Excellence

Insurance Office of America; Imperial Beach (CA); On-site; USD 125,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401K match

Holidays & vacation

Career progression

Work-life balance

Community service

Supportive teammates

Job summary

Insurance Office of America seeks a Director, Commercial Lines to lead national Commercial P&C operations, partnering with regional leaders to drive standardization, efficiency, and growth. The role focuses on workflow optimization, workforce planning, and transformation across the agency network.

The ideal candidate will hold an active P&C license with CPCU/CIC designation preferred, 5–7+ years in a large brokerage setting, and proven ability to influence across a matrix organization.

Qualifications

• Active Property & Casualty license required.
• CPCU and/or CIC designation strongly preferred.
• 5–7+ years of Commercial Lines operational leadership experience in a large brokerage or agency.
• Strong expertise in Commercial P&C agency operations, workflows, servicing models, and process optimization.
• Experience with workflow standardization, operational excellence, and continuous improvement initiatives.
• Experience conducting root cause analysis and implementing sustainable process improvements.
• Strong workforce planning, capacity modeling, and resource management experience.
• Experience supporting mergers, acquisitions, and operational integration initiatives.
• Applied EPIC experience strongly preferred.
• Excellent communication, stakeholder management, and change leadership skills.
• Proven ability to influence leaders and drive results in a highly matrixed organization.
• Strong analytical, strategic thinking, and problem-solving capabilities.

Responsibilities

• Commercial Lines Strategy: Partner with Divisional and Regional Leadership to develop and execute initiatives that strengthen Commercial Lines operations, service delivery, and organizational performance.
• Operational Excellence: Identify operational challenges and implement scalable solutions that improve efficiency, quality, consistency, and client outcomes.
• Workflow Standardization: Establish and promote standardized Commercial Lines workflows, procedures, and best practices across the organization.
• Process Optimization: Lead process improvement initiatives focused on increasing productivity, reducing variation, and enhancing operational effectiveness.
• Root Cause Analysis: Evaluate operational issues, identify underlying causes, and implement corrective actions that drive sustainable improvements.
• Workforce Planning: Analyze staffing models, workload distribution, and service demands to develop capacity plans that support growth and operational excellence.
• Managed Services Alignment: Partner with operational and Managed Services teams to ensure efficient utilization of resources and alignment with organizational goals.
• Technical Expertise: Serve as a national Commercial P&C subject matter expert, providing guidance on agency operations, workflows, systems, and industry best practices.
• M&A Integration Support: Support merger and acquisition initiatives through operational assessments, integration planning, workflow alignment, and process standardization.
• Stakeholder Collaboration: Build strong partnerships with producers, operations teams, and leadership to drive engagement, accountability, and successful implementation of strategic initiatives.
• Systems & Technology Optimization: Promote effective utilization of EPIC, workflows, reporting tools, and operational technology platforms to improve performance and consistency.
• Performance Analysis: Utilize operational metrics, service measurements, and business intelligence to evaluate organizational effectiveness and identify opportunities for improvement.
• Change Leadership: Lead operational transformation efforts by facilitating adoption of new processes, workflows, and business practices throughout the organization.
• Professional Development: Maintain advanced industry, operational, and leadership expertise through continuous learning and professional development.
• Champion IOA Values: Demonstrate integrity, leadership, accountability, and professionalism in all interactions.

Skills

Active Property & Casualty License

Change leadership

Stakeholder management

Analytical thinking

Leadership

Education

Property & Casualty License

CPCU or CIC designation

Tools

EPIC

Job description

Insurance Office of America seeks a Director, Commercial Lines to lead national Commercial P&C operations, partnering with regional leaders to drive standardization, efficiency, and growth. The role focuses on workflow optimization, workforce planning, and transformation across the agency network.

The ideal candidate will hold an active P&C license with CPCU/CIC designation preferred, 5–7+ years in a large brokerage setting, and proven ability to influence across a matrix organization.