Operations Manager

Piper Companies is seeking an Operations Manager to join a growing organization within the insurance and financial services industry for a hybrid, permanent position based in Durham, NC. The Operations Manager will oversee multiple operational teams, including contact center functions, and play a hands-on role in driving performance, customer experience, and operational excellence across the business.

Responsibilities of the Operations Manager include:

• Lead and support multiple operational departments, ensuring service levels, accuracy, and turnaround metrics are consistently met or exceeded.
• Oversee contact center performance and customer experience, addressing escalations and ensuring timely, compliant resolution of complex issues.
• Partner with department leaders to improve workflows, implement best practices, and develop performance metrics tied to quality and productivity.
• Coach, mentor, and develop people leaders through goal setting, performance management, and ongoing feedback.
• Manage operational hiring, employee engagement initiatives, and cross-functional communication to support a high-performing, collaborative culture.

Qualifications for the Operations Manager include:

• Bachelor's degree with 3-5+ years of people management experience.
• Background in a contact center, insurance, or financial services environment.
• Strong knowledge of annuity products and qualified retirement plans (IRA/qualified funds).
• Active or eligible North Carolina Life Insurance License.
• Proven leadership skills with the ability to manage multiple priorities in a fast-paced setting.

Compensation for the Operations Manager:

Salary Range: $80,000-$100,000/year (USD) + 10% bonus + 7.5% LTIP

Comprehensive Benefits: Medical, Dental, Vision, 401(k), and additional employee benefits

This job opens for applications on 5/8/26. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords: operations management, insurance operations, contact center leadership, annuities, retirement products, customer experience, process improvement, people management, financial services, call center management, workflow optimization, employee engagement, performance metrics, compliance, escalation management, hybrid role

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