VP - Process Improvement & Carrier Relations

Role Description

The VP, Process Optimization and Carrier Relations is responsible for supporting Lakeview Household Solutions in implementing new processes within the call center, evaluating and onboarding new vendors to support key initiatives, managing implementation of key operations initiatives, providing occasional training support for agents related to new carriers and initiatives, and driving growth and support of our carrier panel. This role will focus on the daily work required to maintain and improve the high level of performance LHIS expects within our contact center, including our Sales, Service, and Outbound Call marketing teams.

The VP, Process Optimization and Carrier Relations serves as a key leader within the contact center and the larger LHIS business, collaborating with Sales, Product, Operations, Training, and Marketing leaders to identify and implement opportunities for improvement. This VP will also be responsible for establishing and maintaining strong carrier relationships, including supporting onboarding and appointment, tracking success metrics at the carrier level, and maintaining a regular cadence of engagement with carriers to identify opportunities for improvement.

Qualifications

• 7–10+ years of experience in contact center, operations, or insurance services, with a focus on process improvement and performance optimization
• 4+ years of leadership experience, including managing cross-functional teams
• Proven success leading complex initiatives from strategy through execution, delivering measurable improvements in key KPIs
• Strong understanding of insurance carrier relationships, metrics, and onboarding processes
• Experience evaluating and implementing vendors, tools, and operational solutions
• Strong analytical, problem-solving, and executive communication skills
• Demonstrated ability to lead high-performing teams and operate effectively in a fast-paced, evolving environment

Requirements

• Experience in insurance, brokerage, or insurtech environments with multi-carrier models (preferred)
• Background managing inbound/outbound sales or service teams in a contact center (preferred)
• Familiarity with call center technologies, compliance, and regulatory requirements (preferred)
• Experience launching new campaigns, vendors, or carrier programs (preferred)
• Active Personal Lines or Property & Casualty General Lines Agent License preferred.

Benefits

• The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment.
• There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling.
• Lifting and moving objects up to 10 pounds is a regular part of the role.
• Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.
• The employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps.
• If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.

EEOC

Lakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.