Director of Operations - State Farm Agent Team Member

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.
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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

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