Vice President Service Delivery

Staff Boom; Anaheim (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

Staff Boom seeks a strategic VP of Insurance Service Delivery to lead the function across onboarding, policy servicing, renewals, and partner success. You will set vision, govern standards, and drive scalable service models while partnering with executive leadership to grow profitability and ensure exceptional partner outcomes.

The role requires 10+ years in Property & Casualty operations, strong PM skills, and experience guiding cross-functional, offshore teams.

Qualifications

• 10+ years of leadership within Property & Casualty insurance operations.
• 5+ years leading multi-functional operational teams at Director/VP level.
• Proven ability to scale service organizations.
• Deep knowledge of agency operations including policy servicing, endorsements, renewals, and billing.
• Experience onboarding, implementation, or service delivery.
• Strong project management with cross-functional teams.
• Experience leading distributed/offshore teams.
• Excellent executive communication and strategic leadership.
• Experience guiding consultative partner engagements and executive reviews.

Responsibilities

• Lead strategic, cross-functional initiatives from planning to completion.
• Translate partner needs into actionable service solutions and timelines.
• Oversee onboarding, policy servicing, renewals, endorsements, and billing support.
• Standardize workflows and governance to improve quality and profitability.
• Mentor relationship managers and develop a culture of accountability.
• Provide executive visibility into project status and outcomes.
• Partner with Technology/Product to improve automation and processes.

Skills

Leadership

Executive leadership

Project management

Offshore teams

Partnership management

Strategy development

Operations excellence

Consultative engagements

Agency operations knowledge

Tools

AMS360

Applied Epic

EZLynx

HawkSoft

Power BI

Job description

The Vice President of Insurance Service Delivery is responsible for the strategic leadership, operational performance, and continued growth of the organization's insurance service delivery function. This executive role oversees partner onboarding, implementation, service delivery, operational excellence, quality, workforce planning, and partner success to ensure consistent, scalable, and best in class service across the organization.

The VP serves as the executive leader responsible for the overall partner experience from implementation through long term partnership. This role operates at a higher, more strategic level than day to day service management and serves as a consultative advisor to partners, leading executive level workflow reviews, operational assessments, and strategic discussions to identify opportunities to improve efficiency, standardize processes, strengthen service delivery, and support growth.

A critical component of this role is strong project management leadership. The VP will oversee complex, cross-functional initiatives from planning through execution, establish clear timelines and accountability, manage competing priorities and dependencies, proactively identify risks, and ensure projects and implementations are delivered successfully and on schedule.

This leader partners closely with partner leadership and internal Executive Leadership, Operations, Technology, Product, Sales, Training, and QA to translate business needs into scalable delivery models and operational solutions while driving profitability, employee engagement, continuous improvement, and exceptional partner outcomes.

The ideal candidate brings ten plus years of Property & Casualty insurance operations expertise, executive leadership experience, strong project management capabilities, partner facing consulting experience, and a proven ability to lead complex initiatives and scale service organizations.

Strategic Leadership

• Develop and execute the long term vision and strategy for Insurance Service Delivery.
• Build scalable operational models that support company growth while maintaining service quality.
• Establish annual goals, KPIs, and strategic initiatives aligned with company objectives.
• Partner with executive leadership on organizational planning, workforce strategy, and business expansion.
• Drive innovation and operational transformation across service delivery functions.
• Evaluate new service offerings and opportunities to expand partner value.

Partner Consulting & Strategic Workflow Advisory

• Partner with partner leadership to evaluate opportunities for workflow standardization, technology enablement, automation, and expanded service support.
• Translate partner business objectives and operational challenges into actionable service solutions, implementation priorities, and continuous improvement initiatives.
• Serve as a strategic advisor to partners, providing insurance operations expertise and recommendations that extend beyond day to day service delivery.
• Facilitate executive and operational partner meetings focused on workflow design, service strategy, process improvement, scalability, and business outcomes.
• Lead consultative workflow reviews with partners to evaluate current-state operations, identify gaps, and recommend future state processes aligned with best practices and organizational capabilities.

Operational Excellence

• Establish operational standards, governance, and best practices.
• Drive continuous improvement focused on efficiency, quality, scalability, and profitability.
• Standardize workflows, documentation, quality controls, and delivery methodologies.
• Identify operational risks and implement mitigation strategies.

Leadership & Organizational Development

• Lead, mentor, and develop relationship managers.
• Build a culture of accountability, collaboration, and continuous improvement.
• Partner with HR on recruiting and performance management.
• Foster collaboration across U.S. and offshore operations.

Service Delivery Operations

• Provide executive oversight of onboarding, policy servicing, renewals, endorsements, certificates, billing support, document processing, downloads, and agency support.
• Optimize staffing models, workload balancing, and resource utilization.
• Support expansion into new service offerings.

Project Management & Execution

• Lead complex, cross-functional projects and strategic initiatives from scope definition and planning through implementation, stabilization, and completion.
• Develop project plans, timelines, milestones, ownership structures, and clear success criteria to drive accountability and on-time execution.
• Coordinate resources and dependencies across Operations, Technology, Product, Training, QA, Sales, and other stakeholders.
• Proactively identify project risks, roadblocks, and competing priorities, escalating and resolving issues before they impact delivery.
• Provide executive-level visibility into project status, key decisions, risks, and outcomes.

Technology & Process Improvement

• Partner with Technology and Product teams to improve automation and workflows.
• Champion technology adoption and process standardization.
• Support implementation of new insurance platforms and integrations.

Required Qualifications

• 10+ years of leadership experience within Property & Casualty insurance operations.
• 5+ years leading multi-functional operational teams at the Director or VP level.
• Demonstrated success scaling service organizations.
• Extensive knowledge of agency operations including policy servicing, endorsements, certificates, renewals, billing, downloads, document management, and partner service.
• Experience leading onboarding, implementation, or service delivery organizations.
• Strong project management experience with demonstrated success leading multiple complex initiatives, managing timelines and dependencies, and driving cross-functional teams to completion.
• Experience leading distributed and offshore teams.
• Excellent executive communication and strategic leadership skills.
• Demonstrated experience leading consultative partner engagements, workflow assessments, and executive-level operational reviews.

Preferred Qualifications

• Strong project management experience leading complex, cross-functional initiatives, implementations, and operational projects from planning through successful completion.
• Experience with AMS360, Applied Epic, EZLynx, HawkSoft,or similar platforms.
• Experience with Power BI and operational dashboards.