| Location | Durham, NC |
Responsibilities: of the Operations Manager: • Oversee all operational departments including New Business, Premium Remittance, Licensing & Commissions, Client Support, Producer Support, and Claims. • Act as a subject matter expert on industry trends and implement process improvements to enhance efficiency, accuracy, and turnaround times. • Supervise contact center performance to ensure a high-quality customer experience across all touchpoints. • Maintain deep knowledge of products, systems, processes, and operational business rules. • Manage and resolve escalated issues, ensuring timely resolution and strong collaboration across teams. • Develop performance metrics and partner with department leaders to drive productivity, quality, and service excellence. • Coach, mentor, and motivate departmental leadership to achieve operational goals and foster team engagement. • Review and approve client withdrawal requests while ensuring compliance with contract terms and fraud prevention protocols. • Lead hiring efforts across operations including candidate screening, interviewing, and hiring recommendations. • Drive employee engagement initiatives and contribute to a strong, collaborative workplace culture. • Lead operational meetings, ensuring teams are aligned, informed, and executing efficiently. Qualifications: of the Operations Manager: • Bachelor's degree with 3-5+ years of management experience. • Prior experience in a contact center, insurance, or financial services environment. • Proven leadership experience with the ability to motivate and develop high-performing teams. • Excellent verbal and written communication skills. • Strong organizational skills with the ability to manage multiple priorities simultaneously. • High attention to detail with a proactive and solutions-oriented mindset. • Proficiency in Microsoft Office Suite. • Ability to thrive in a fast-paced, team-oriented environment while maintaining a positive attitude.