LOCATION: Hybrid, NYC midtown office.
Come join our team!Position Summary The Director, Consortium Operations & Implementation will lead the operating infrastructure, execution model, and scalable growth strategy for EPIC's consortium platform. This role is responsible for organizing and advancing the full consortium operating model - including service delivery, implementation readiness, underwriting coordination, financial workflows, governance, data/reporting, member lifecycle support, and cross-functional execution.
This individual is not expected to perform the day-to-day service or administrative work. Instead, the role will provide structure, accountability, and operational discipline to ensure the right processes, teams, tools, reporting, and governance are in place to support current programs and future consortium growth.
The ideal candidate is an experienced operational leader who has successfully led complex implementations, built repeatable processes, managed cross-functional stakeholders, and created scalable infrastructure in a client-facing environment.
Key ResponsibilitiesOperational Leadership & Execution - Own and continuously improve the consortium operating model across service, underwriting, finance, claims, captive management, analytics, governance, and technology.
- Establish clear workflows, roles, responsibilities, service standards, escalation protocols, and accountability measures.
- Coordinate cross-functional execution to ensure consortium programs operate efficiently, consistently, and with strong member experience.
- Monitor operational performance through dashboards, KPIs, status reporting, and issue management routines.
Implementation & Scalability - Lead operational readiness for new consortium launches, expansions, and program enhancements.
- Build repeatable implementation playbooks, onboarding frameworks, process maps, and governance routines.
- Translate strategic business objectives into practical execution plans, timelines, deliverables, and accountability structures.
- Identify process gaps, bottlenecks, and infrastructure needs; lead improvements that support scalability and efficiency.
- Lead change management and adoption efforts to ensure new processes, tools, playbooks, and governance routines are understood, adopted, and sustained across teams.
- Maintain a continuous improvement roadmap focused on scalability, consistency, automation, reporting quality, and operational efficiency.
Service Delivery Oversight - Provide leadership and oversight to the teams responsible for renewals, member servicing, certificates, invoicing, premium financing, stewardship, and issue resolution.
- Ensure service delivery is coordinated, timely, and aligned with defined standards.
- Support resource planning, workload visibility, staffing alignment, and team accountability.
- Serve as a senior escalation point for operational issues requiring cross-functional resolution.
Governance, Financial & Administrative Controls - Develop and maintain operating controls for invoicing, premium financing coordination, reconciliations, documentation, and service-cycle tracking.
- Partner with finance, captive management, legal, compliance, and governance stakeholders to ensure operational actions align with program requirements.
- Support SOW/vendor governance, deliverable tracking, and financial performance oversight where applicable.
- Create consistent reporting to provide leadership visibility into operational performance, risks, and progress.
- Partner with technology stakeholders to define system requirements, strengthen data integrity, enable workflow automation, and ensure reporting tools support scalable program operations.
Cross-Functional Leadership & Growth Support - Partner with executive leadership, sales, client executives, service teams, and technical resources to support consortium growth.
- Help define operational requirements for new business opportunities and future consortium programs.
- Lead process standardization across programs to create a consistent, repeatable, enterprise-ready model.
- Mentor team members and strengthen organizational delivery capabilities.
Qualifications - 10+ years of experience in operations, implementation, program management, insurance, healthcare, financial services, risk management, or a related client-service environment.
- Proven success leading complex, cross-functional implementation or transformation initiatives.
- Strong experience building scalable processes, governance frameworks, reporting routines, and operational playbooks.
- Demonstrated ability to manage executive stakeholders, client-facing initiatives, and internal cross-functional teams.
- Experience with resource planning, financial oversight, deliverable management, issue escalation, and operational performance tracking.
- Strong project management, communication, organizational, and leadership skills.
- Ability to bring structure to complex, evolving business models and keep multiple workstreams organized and moving forward.
COMPENSATION: Exempt: The base salary range for this position is $175,000 - $200,000. This range represents the employer's good faith estimate of the compensation for this role at the time of posting.
Actual compensation will be determined based on factors such as experience, skills, training, certifications, education, internal equity, and market data. This role may also be eligible for bonuses and a comprehensive benefits package.
WHY EPIC: EPIC has over 60 offices and 4,000 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: https://www.epicbrokers.com/about/epic-careers/.
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