Operations Manager

Overview
Responsibilities

We're looking for a Service Operations Manager who will be responsible for leading and optimizing service delivery operations to ensure the consistent achievement of customer service, quality, productivity, and operational performance objectives. This role oversees multiple teams and supervisors, drives strategic process improvements, manages workforce capacity, and ensures service level commitments are met across internal and external customer channels.

 

The Service Operations Manager serves as a key leader within the organization, partnering cross-functionally with Underwriting, Product, Claims, Quality Assurance, Training, Technology, and other business units to enhance operational effectiveness, improve customer experiences, and support organizational growth.

 

What you'll do:

 

1. Operational Leadership

• Lead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery.
• Establish and maintain operational processes that support organizational objectives and service level commitments.
• Monitor workflow volumes, staffing levels, productivity, and service performance across teams.
• Ensure operational consistency through adherence to policies, procedures, regulatory requirements, and quality standards.
• Identify operational risks and implement corrective actions to minimize service disruptions.

2. Data-Driven Decision Making

• Analyze operational metrics, performance trends, and workforce data to drive business decisions.
• Develop and maintain key performance indicators (KPIs), dashboards, and management reporting.
• Monitor SLA performance and implement action plans to address gaps.
• Identify emerging trends, operational challenges, and opportunities for improvement.
• Present operational insights and recommendations to senior leadership.

3. Customer Experience Excellence

• Champion a customer-first culture across all service operations teams.
• Ensure internal and external customer inquiries are resolved accurately and timely.
• Partner with business leaders to improve customer journeys and service delivery processes.
• Manage escalated customer and operational issues, ensuring timely resolution and root cause analysis.
• Continuously evaluate service strategies to improve customer satisfaction and retention.

4. People Leadership and Talent Development

• Provide leadership, coaching, and development to supervisors and team members.
• Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Establish performance expectations and ensure alignment with organizational goals.
• Conduct performance reviews and facilitate ongoing coaching conversations.
• Identify talent development opportunities and succession planning strategies.
• Partner with Human Resources on employee relations matters, performance improvement plans, and talent management initiatives.

5. Workforce Planning and Resource Management

• Develop staffing plans and resource allocation strategies to support service demand.
• Monitor workforce capacity and proactively address staffing gaps.
• Partner with Training teams to ensure onboarding, cross-training, and ongoing development programs support operational needs.
• Optimize scheduling and workload distribution to maximize efficiency and service effectiveness.

6. Continuous Improvement and Transformation

• Lead operational improvement initiatives that increase efficiency, quality, and customer satisfaction.
• Utilize process improvement methodologies to eliminate waste and improve workflow performance.
• Partner with Technology and Business Process teams to identify automation opportunities.
• Support implementation of new systems, products, processes, and organizational initiatives.
• Measure and report results of improvement initiatives and transformation efforts.

7. Cross-Functional Collaboration

• Collaborate with Product, Underwriting, Claims, Technology, Quality Assurance, and Training teams to align operational priorities.
• Participate in enterprise initiatives supporting strategic growth and customer service objectives.
• Ensure procedures, workflows, and operational documentation remain current and effective.
• Serve as an operational subject matter expert for service delivery functions.

 

Qualifications

Education

• Bachelor’s degree in business, Management, Operations, Insurance, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered

Experience

• 5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations.
• Minimum 3 years of people leadership experience managing supervisors and/or large operational teams.
• Experience leading operational transformation and process improvement initiatives.
• Experience managing service level agreements, workforce planning, and operational performance metrics.

Knowledge, Skills, and Abilities

• Strong leadership and people management capabilities.
• Advanced analytical and problem-solving skills.
• Proven ability to utilize data to drive operational decisions.
• Excellent verbal, written, and presentation communication skills.
• Strong organizational and project management abilities.
• Ability to lead change in a fast-paced environment.
• Customer-focused mindset with strong relationship management skills.
• Proficiency with operational reporting tools, dashboards, and workforce management processes.
• Knowledge of insurance operations, underwriting support functions, and commercial insurance products preferred.

Applicants must be authorized to work in the U.S. without current or future sponsorship

 

Salary Range:

$80,000-$120,000

 

In addition to base salary, this role will be eligible for a short-term incentive plan (performance-based bonus), subject to individual and company performance. 

 

The annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training.

 

The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.

 

Interview Integrity Notice: Berkshire Hathaway GUARD is committed to a fair and consistent hiring process. Candidates are expected to participate independently in interviews. Unauthorized recording, transcription, AI note-taking, or AI interview assistance tools may not be used during interviews without prior approval.