Operations Director

Bish's RV Corporate Meridian, ID 83642, USA Description The Director of Strategy & Operations is responsible for building the systems, technology, data, and operating infrastructure that enable Adventure Club Insurance (ACI) to scale efficiently and capture more value from existing demand. This leader serves as a strategic operating partner across sales, service, retention, cross-sell, reporting, and Bish’s integrations, turning business opportunities into practical, measurable solutions. This is a highly autonomous builder role focused on identifying constraints, designing scalable systems, and driving execution that improves growth, productivity, customer experience, and long-term enterprise value. Key Objectives Technology, AI & Automation. Revenue & Customer Journey Optimization. Strategic Execution & Project Management. Cross-Company & Carrier Collaboration. Build a scalable business operating system and infrastructure. Responsibilities Assess technology, workflows, data, integrations, customer journeys, reporting, vendors, and operational bottlenecks. Identify where revenue, leads, customer opportunities, employee capacity, and data are being lost or underutilized. Establish trusted definitions and sources for ACI’s core KPIs and business data. Create reliable lead infrastructure, including lead receipt, routing, reconciliation, speed-to-lead, and reporting. Build systems and workflows that improve conversion by source, agent, product, and stage. Automate and measure lead follow-up, conversion, post-sale, cross-sell, retention, and re-engagement journeys. Build visibility into customer, policies, retention, cancellation risk, cross-sell opportunity, revenue, and book-of-business trends. Increase premium production per producer while reducing unnecessary manual work. Document and improve core workflows, SOPs, ownership, integrations, system dependencies, and business continuity. Design the future-state technology stack and identify what should be retained, replaced, built, purchased, consolidated, or outsourced. Evaluate and implement high-value technology, AI, and automation solutions across sales, service, reporting, quality assurance, and operations. Own major strategic projects and improve integration with Bish’s sales, marketing, technology, data, and customer processes. Present recommendations and investments based on ROI, measurable business impact, and scalability. Builder and operator who is entrepreneurial, autonomous, and highly accountable. Strong systems and technology thinker with experience in SaaS, integrations, automation, AI, and data. Analytical and financially minded, with the ability to connect decisions to ROI and business impact. Excellent project manager and communicator who can lead change, earn trust, and drive cross-functional execution. Curious, organized, customer-focused, comfortable with ambiguity, and willing to challenge assumptions thoughtfully. Ability to pass a background and drug test. Demonstrate alignment with the Company’s vision, mission, and core values in all interactions. Strategic thinker with a strong bias toward execution. What you’ll bring ACI has a scalable operating system with core workflows that are documented, measurable, integrated, and capable of supporting continued growth without proportional increases in headcount. Leadership has clear visibility into lead flow, conversion, producer performance, product performance, customer behavior, retention, cross-sell, and book-of-business trends. Lead infrastructure is reliable, with clear visibility into where leads originated, whether they were received, how quickly they were contacted, how they moved through the funnel, and where opportunities were won or lost. Customer follow-up and engagement journeys are automated and measurable rather than primarily dependent on individual employees remembering to create tasks or manually manage cadence. ACI demonstrates measurable movement toward 35–40% dealer-lead conversion, 40–50% RV-to-auto penetration, 1.20 policies per customer, and a 25%+ improvement in premium-production capacity. Retention is visible and actionable, including retention trends, at-risk customers, cancellation drivers, and meaningful intervention opportunities. Technology reduces friction, eliminates unnecessary manual work, increases employee capacity, and creates measurable business value. AI and automation are embedded where they demonstrably improve customer experience, productivity, reporting, quality, coaching, or execution. Critical systems, processes, workflows, reporting logic, and institutional knowledge are documented and transferable. ACI has a repeatable process for prioritizing, executing, measuring, and improving strategic initiatives. ACI and Bish’s operate more cohesively through stronger integration with Bish’s sales and marketing ecosystem. The Director becomes a trusted strategic operating partner who challenges assumptions, identifies opportunities, makes well-reasoned recommendations, and consistently turns vision into execution. Demonstrate alignment with the Company’s vision, mission, and core values in all interactions Expected Results First 30 Days – Learn & Understand: Become fluent in ACI’s business model, economics, customers, products, team structure, and growth strategy. Map key teams and the customer journey from lead acquisition through sale, service, retention, and cross-sell. Assess the current technology stack, integrations, data flows, reporting, vendors, and Bish’s touchpoints. Validate baseline performance for the core business metrics this role will influence. Build relationships across ACI and Bish’s while identifying significant operational constraints and opportunities. First 60 Days – Diagnose & Design: Complete a current-state assessment of ACI’s technology, data, workflows, customer journeys, and operational infrastructure. Identify where revenue, leads, customer opportunities, employee capacity, and data are being lost or underutilized. Establish trusted definitions and sources for ACI’s core KPIs and business data Evaluate existing technology and prioritize opportunities for process improvement, AI, automation, and stronger Bish’s integration. Begin implementing high-confidence quick wins while designing the future-state technology and operating architecture First 90 Days – Prioritize & Build the Roadmap: Present a prioritized 12-month Strategy & Operations roadmap tied directly to measurable business outcomes. Recommend the future-state technology stack and operating architecture Establish ACI’s KPI framework, baseline metrics, target outcomes, and executive reporting roadmap. Present ROI-driven recommendations for major technology, automation, and operational investments. Launch the highest-priority initiatives with clear ownership, timelines, milestones, and measures of success. 120–360 Days Build, Implement & Optimize: Implement reliable lead infrastructure, automated customer journeys, and trusted business reporting. Build scalable systems that improve conversion, cross-sell, retention, policies per customer, and producer productivity Implement high-value technology, AI, and automation that increase capacity, reduce manual work, and demonstrate measurable ROI Establish documented, scalable operating systems and stronger integration between ACI and Bish’s. Demonstrate measurable progress toward year-one growth and productivity targets while building the strategic roadmap for ACI’s next stage of growth. Who we are Bish’s RV is one of the largest family-owned RV dealers in the country. We are dedicated to providing quality products and services that exceed the expectations of our customers and creating an atmosphere where our customers can enjoy a positive experience as friends of our family business. Our company is currently experiencing record growth with more expansion on the way. The opportunities to grow within our organization are outstanding and our dedication to each employee’s success is unparalleled. We are looking for top performers who set high expectations for themselves and are willing to put in the time and effort to achieve them. We are a goal-driven company with a high-performance culture and believe in setting ourselves apart by being “Different with a Purpose.” Our culture is built upon the foundation of our core values: We are Genuine, Fun, and Driven by Results. Comprehensive benefits package including medical, vision, dental, and other supplemental coverages 401K matching Company-paid life insurance Gym membership reimbursement Opportunities for advancement Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products RV Borrowing Program Incredible Team Culture We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Bish’s RV honors our military service members, veterans, and their family members by being a military-friendly workplace. Many of the positions within our organization are transferable from previous military occupations. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr