Operations Director

Operations DirectorFarmville, North Carolina, United StatesFoundation Risk Partners, one of the fastest growing insurance brokerage and consulting firms in the US, is adding an Operations Director to their team at Pierce Insurance.Position Summary:The Operations Director is responsible for leading all operational functions of Pierce Insurance Agency and ensuring the organization delivers a consistent, scalable, and profitable client experience. This role partners with agency leadership to execute strategic priorities while maintaining the agency's high-touch service model and supporting continued growth.The Operations Director oversees implementation, account management, customer service, enrollment operations, call center functions, technology operations, billing administration, project management, reporting, and operational governance.Key Responsibilities:Operational LeadershipLead day-to-day agency operations.Design and implement scalable business processes.Establish operational standards, policies, and performance expectations.Create accountability frameworks across departments.Reduce dependency on individual knowledge and manual workflows.Financial Visibility & ReportingDevelop agency-wide operational and financial reporting.Establish KPI dashboards for: RevenueCommissionsProfitabilityClient retentionEnrollment performanceService metricsPartner with finance to improve forecasting and budgeting.Monitor operational efficiency and resource allocation.Client Service & Account ManagementOversee account management and customer service teams.Create clear ownership models for client servicing.Establish service standards and escalation procedures.Improve client retention and satisfaction.Drive strategic account review processes.Implementation & Project ManagementBuild a formal project management framework.Standardize implementation timelines, milestones, and deliverables.Improve cross-functional coordination between: SalesTechnologyEnrollmentAccount ManagementCarriersEnsure successful onboarding of new clients.Enrollment OperationsOversee open enrollment execution.Optimize counselor deployment and enrollment workflows.Improve staffing and capacity planning.Measure participation, enrollment success, and operational performance.RFP & Proposal GovernanceEstablish a centralized RFP management process.Develop proposal templates and content libraries.Create review and quality-control procedures.Track proposal metrics and win rates.Ensure consistency across carrier and client responses.Technology & Process ImprovementLead technology strategy and operational modernization.Oversee agency platforms, enrollment systems, billing systems, and reporting tools.Prioritize automation opportunities.Improve data governance and reporting accuracy.Drive technology initiatives that improve scalability and client experience.Organizational DevelopmentEvaluate organizational structure and staffing requirements.Develop succession planning strategies.Improve role clarity and accountability.Build management capabilities across departments.Foster a culture of operational excellence and continuous improvement.Key Performance Indicators (KPIs)FinancialRevenue growthOperating marginCommission leakage reductionBudget adherenceOperationalImplementation cycle timeOpen enrollment completion ratesService ticket resolution timesCapacity utilizationClientClient retentionNet Promoter Score (NPS)Client satisfaction scoresRenewal success ratesTeamEmployee retentionProductivity metricsTraining completionSuccession readinessQualifications:Required:10+ years of operational leadership experience.Experience within insurance, employee benefits, brokerage, or consulting organizations.Strong financial and operational management capabilities.Experience leading multi-functional teams.Demonstrated success scaling service organizations.Preferred:Employee benefits or voluntary benefits industry experience.Enrollment and benefits administration expertise.Technology transformation experience.M&A integration experience.Project management certification (PMP or similar).Success Profile (First 12–18 Months)Establish agency-wide financial and operational reporting.Standardize implementation and project management processes.Formalize the RFP governance model.Separate and optimize customer service and call center operations.Improve capacity planning and workload visibility.Build a scalable operating model that preserves Pierce's high-touch client experience while supporting future growth.Disclaimer:While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.Equal Employment Opportunity (EEO):FRP provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other classifications protected by law.Benefits:FRP offers a comprehensive range of health-related benefit options including medical, vision, and dental. We offer a 401(k) with company match, company paid life insurance, STD, LTD and a generous PTO policy starting at 18 days per year plus 10 paid holidays & 2 floating holidays!