Operations Manager

Piper Companies is seeking an experienced Operations Manager to lead and optimize daily operations within a fast-paced financial services environment. This role plays a critical part in driving performance, improving processes, and ensuring a high-quality customer experience while maintaining compliance across annuity and retirement products. This is a full-time, hybrid opportunity based in Durham, NC (3 days onsite per week).

Responsibilities for the Operations Manager include:

• Leading and overseeing contact center operations to ensure strong performance, efficiency, and customer satisfaction.
• Monitoring and improving key performance metrics such as turnaround time, accuracy, and productivity.
• Identifying operational gaps and implementing process improvements and industry best practices.
• Handling and resolving escalated customer issues, ensuring timely and effective outcomes.
• Coaching, mentoring, and developing team members and department leads to drive performance.
• Building employee engagement and fostering a positive, high-performing team culture.
• Managing hiring processes, including interviewing and recommending candidates.
• Reviewing and approving financial transactions (e.g., withdrawals) to ensure compliance and prevent fraud.

Qualifications for the Operations Manager include:

• Bachelors degree with 35+ years of management experience.
• Experience in contact center operations within financial services or insurance.
• Strong knowledge of annuities and IRA/qualified retirement plans.
• NC Life License required.
• Proven leadership and team development experience.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail with strong problem-solving abilities.
• Proficiency with Microsoft Office tools.

Compensation for the Operations Manager includes:

• Salary range: $80,000 - $100,000
• Comprehensive benefits package including Medical, Dental, Vision, 401k, PTO, holidays, and sick leave as required by law.

Keywords: Operations management, contact center leadership, performance metrics, process improvement, customer experience, escalations management, team leadership, employee engagement, coaching and mentoring, hiring and talent development, cross-functional collaboration, operational efficiency, compliance, fraud prevention, financial transactions, annuities, IRA and qualified plans, insurance and financial services, NC Life License, KPI tracking, productivity improvement, quality assurance, stakeholder communication, problem-solving, multitasking, Microsoft Office, attention to detail, and fast-paced environment.

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This job is open for applications on 5/4/2026 and will remain open for at least 30 days from the posting date.