Service Operations Leader — Customer Experience & Growth

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

Benefits offered by this job

Hybrid schedule

Generous PTO

Benefits beginning day one

401(k) with tuition reimbursement

Job summary

Berkshire Hathaway GUARD is hiring a Service Operations Manager to lead and optimize service delivery across multiple teams in a hybrid work setup. You will partner with underwriting, product, claims, QA, training, technology, and other units to improve operational effectiveness and customer experiences.

The role emphasizes data‑driven decisions, KPI development, and cross‑functional collaboration, with travel as needed and a base salary in the $80k–$120k range.

Qualifications

• Bachelor's degree preferred.
• 5+ years of progressive leadership experience in service operations or related field.
• Experience leading operational transformation and process improvements.

Responsibilities

• Lead day‑to‑day service operations to ensure efficient, accurate service delivery.
• Develop and maintain KPIs, dashboards, and management reporting.
• Collaborate across departments to improve customer journeys and service delivery.
• Manage escalated issues and ensure timely resolution and root cause analysis.
• Plan staffing and resource allocation to meet service demand.
• Drive continuous improvement and automation opportunities.

Skills

Leadership

Analytical skills

Data-driven decisions

Communication

Project management

Customer focus

Insurance operations

Education

Bachelor's degree in business/management/operations/insurance

Tools

Dashboards

Reporting tools

Job description

Berkshire Hathaway GUARD is hiring a Service Operations Manager to lead and optimize service delivery across multiple teams in a hybrid work setup. You will partner with underwriting, product, claims, QA, training, technology, and other units to improve operational effectiveness and customer experiences.

The role emphasizes data‑driven decisions, KPI development, and cross‑functional collaboration, with travel as needed and a base salary in the $80k–$120k range.