Service Leader, Real Estate Insurance Program

Location: Hybrid, NYC Midtown Office

Come join our team!

There are many reasons why EPIC Insurance Brokers & Consultants has become one of the fastest-growing firms in the insurance industry. Fueled and driven by capable, committed people who share common beliefs and values and "bring it" every day, EPIC is always looking for people who have "the right stuff" - people who know what they want and aren't afraid to make it happen.

Headquartered in New York City and founded in 2007, our company has over 3,000 employees nationwide. With locations spread out across the U.S., our local market knowledge and industry expertise helps support our clients' regional and global needs. We have grown very quickly since our founding, and we continue to see growth and success thanks to our hard-working and growth-minded employees.


Our core values are: Owner mindset, Inspire trust, Think big, and Drive results. If these values and growth align with what you're looking for in your next career? Then consider joining our amazing team!

JOB OVERVIEW:

We are seeking a highly driven and operationally minded Director of Service Delivery to lead the service function for the RealFoundations Network (RFN)-a premier insurance consortium platform serving sophisticated real estate organizations.

This role is the engine behind RFN's service delivery model, responsible for managing the workflows of the service team and ensuring seamless execution across all member-facing operations.

You will oversee day-to-day performance, build scalable processes, and lead a high-performing team supporting renewals, invoicing, certificates, and overall member service.

Own Service Delivery Execution

• Oversee all core service functions of the team:
  • Renewals & stewardship cycles
  • Invoicing & premium financing
  • Certificates & cancellations
  • Member servicing and issue resolution
• Ensure consistent, high-quality delivery aligned to defined SLAs and service standards

Run Daily Operations

• Manage workflow, priorities, and service pipeline across the team
• Lead issue triage and escalation management to protect member experience
• Monitor coordinated handoffs between the service team and the modeling, finance, claims, governance, and systems teams

Drive Renewal & Member Lifecycle Success

• Partner with client executives to ensure strong renewal readiness and execution
• Maintain alignment across the full member lifecycle, from pre-renewal through renewal and post-renewal)

Oversee Financial Operations

• Ensure accuracy and timeliness of invoicing and premium financing coordination
• Monitor exceptions, reconciliations, and service cycle times

Build Scalable Operations

• Prepare service operations for onboarding additional consortium programs
• Develop and standardize processes, playbooks, and workflows
• Ensure operations are consistent, repeatable, and audit-ready
• Reduce key-person dependency by institutionalizing workflows, controls, and documentation

Drive Continuous Improvement

• Partner with systems and data teams to improve reporting and automation
• Identify inefficiencies and lead initiatives to streamline operations

What Success Looks Like

• A high-performing service team operating with strong ownership and accountability
• Consistent, on-time renewal execution with minimal service disruption
• Accurate, system-generated invoicing and quarterly adjustments with reduced manual intervention
• Strong member satisfaction and responsiveness
• Standardized, scalable service processes across the platform
• On-time renewals with clean data handoffs and minimal exception escalation
• Documented, repeatable service workflows that support audits and board-level reporting

What You Bring

• 8+ years in insurance brokerage, program business, or related operations
• Proven experience managing service teams and complex workflows
• Strong understanding of:
  • Renewals and client service
  • Invoicing and financial coordination
  • Operational process design and improvement
• Ability to lead in a fast-paced, evolving environment
• Highly organized, data-driven, and execution-focused

Why Join RFN / EPIC

• Opportunity to shape the service engine of a growing consortium platform
• High-visibility role with direct impact on client experience and program scalability
• Collaborative, entrepreneurial team environment
• Competitive compensation and growth opportunity

COMPENSATION:

The national average salary for this role is $150 000.00 - $170 000.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

WHY EPIC:

EPIC has over 60 offices and 3,000 employees nationwide - and we're growing! It's a great time to join the team and be a part of this growth. We offer:

• Generous Paid Time off
  • Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
• Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
• Generous employee referral bonus program of $1,500 per hired referral
• Employee recognition programs for demonstrating EPIC's values plus additional employee recognition awards and programs (and trips!)
• Employee Resource Groups: Women's Coalition, EPIC Veterans Group
• Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
• Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
• Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
• 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
• EPIC Gives Back - Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
• We're in the top 10 of property/casualty agencies according to "Insurance Journal"

To learn more about EPIC, visit our Careers Page:


EPIC embraces diversity in all its various forms-whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients.


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Massachusetts G.L.c. 149 section 19B (b) requires the following statement: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.


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