Service Operations Lead — Hybrid

Berkshire Hathaway Guard; Wilkes-Barre (Luzerne County); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Hybrid schedule

Competitive pay

Medical, dental & vision starting day

401(k)

Tuition reimbursement

Longevity bonuses

Job summary

Berkshire Hathaway GUARD Insurance Companies is seeking a Service Operations Manager to lead multiple teams, optimize service delivery, and drive improvements across customer service channels. This role partners with underwriting, product, claims, and technology to enhance operational effectiveness and growth.

The position emphasizes leadership, analytics, and a customer-first mindset, with a hybrid schedule (2 days remote, 3 in-office) and a salary range of $80,000–$120,000, plus incentive

Qualifications

• 5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations.
• Minimum 3 years of people leadership experience managing supervisors and/or large operational teams.
• Experience leading operational transformation and process improvement initiatives.

Responsibilities

• Lead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery.
• Develop and monitor KPIs, dashboards, and management reporting.
• Champion a customer-first culture across all service operations teams.
• Provide leadership, coaching, and development to supervisors and team members.
• Develop staffing plans and resource allocation strategies to support service demand.

Skills

Leadership

Analytics

Data-driven decisions

Communication

Operations management

Insurance knowledge

Education

Bachelor’s degree in Business/Operations/Insurance

Job description

Berkshire Hathaway GUARD Insurance Companies is seeking a Service Operations Manager to lead multiple teams, optimize service delivery, and drive improvements across customer service channels. This role partners with underwriting, product, claims, and technology to enhance operational effectiveness and growth.

The position emphasizes leadership, analytics, and a customer-first mindset, with a hybrid schedule (2 days remote, 3 in-office) and a salary range of $80,000–$120,000, plus incentive