Job Summary: Leads, manages, and oversees underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business. Provides strategic and operational leadership to underwriting and call center teams with a strong focus on underwriting excellence, profitability, and execution accuracy. Responsible for managing carrier relationships, operational performance, and financial outcomes, including accountability for P&L performance, underwriting quality, and achievement of contractual service standards. Ensures consistent, data-driven decision-making aligned with carrier underwriting guidelines, risk appetite, and company objectives while fostering a high-performance, results-oriented culture. This role is fully remote.

Duties/Responsibilities:

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directly supervises more than two (2) employees in the Call Center and underwriting operations.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

Education and/or Experience:

• Bachelor’s degree preferred. 
• Ten (10) plus year of experience leading an insurance service operations supporting multiple lines or carriers; or equivalent combination of education and experience. 
• Current and active 2-20, 4-40 licenses or the ability to obtain such within time frame established by the company.  CPCU, AU, CIC and/or CPIA designations preferred.

Starting salary:

$145,000, plus opportunity for a discretionary bonus.

OUR REWARDS

We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. As a hybrid workforce, we offer our employees the ability to work remotely up to two days a week.