Director of Operations - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Opportunity for advancement
• Paid time off
• Training & development
• Wellness resources
• 401(k) matching
• Bonus based on performance
• Competitive salary

You May Be a Great Fit as a Director of Operations if: 

• You’re the person people call first when life goes sideways — calm, steady, and ready to help.
• You genuinely care about your community and want to make a positive impact on the people around you.
• You’re detail-oriented , especially when handling sensitive information or important matters.
• You listen first, then guide , making customers feel understood while confidently providing options.
• You’re motivated by goals and growth , and you know how to turn needs-based conversations into confident customer decisions that truly help customers.

Location Address: Winter Park/ Orlando Florida

At The Carl Nguyen Agency, we’re here to help people protect what matters most. We take pride in serving our community with integrity, care, and real support. Whether we’re helping someone navigate a claim or personalize a plan, we believe in doing meaningful work that makes a difference. If you're looking to grow your career, help others, and be part of a team that strives to do good every day, you’ll fit right in with us .

A Director of Operations leads business operations, coordinates team performance, and enhances overall efficiency. The role requires strong leadership and a proactive approach to office management.

Key Responsibilities

• Lead daily operations and guide team workflow.
• Oversee administrative and compliance procedures.
• Track progress toward established business objectives.
• Collaborate with the agent to implement strategic initiatives.
• Promote a positive and customer-focused environment.

Qualifications

• Leadership experience in business or office management.
• Excellent communication and problem-solving skills.
• Strong attention to detail and follow-through.
• Ability to obtain state insurance licenses.

As Director of Operations for The Carl Nguyen Agency, you run the day-to-day of a fast-moving State Farm agency and help the owner scale results. You lead the team, tighten processes, keep the agency compliant, and make sure every client gets fast, accurate help. You’ll own production rhythm, service standards, and the systems that drive retention and growth.

Responsibilities
People and Leadership

• Recruit, hire, and onboard team members in sales and service roles
• Set clear goals, run 1:1s, coach to metrics, and manage schedules
• Build a positive, accountable culture focused on client outcomes

Sales Enablement and Growth

• Run the weekly production cadence and pipeline reviews
• Improve quote quality, follow-up, and close rates across P&C, Life, and Health
• Partner with the owner on campaigns, referrals, reviews, and local events

Client Experience and Retention

• Set service SLAs for calls, emails, and chats
• Oversee renewals, coverage reviews, cross-sell, and claims triage
• Track NPS or review scores and resolve escalations

Operations and Process

• Document and improve SOPs for quoting, underwriting submissions, endorsements, billing, and renewals
• Manage task queues, quality checks, and workload balancing
• Keep data clean across CRM, phones, and e-sign tools