$80,000–$100,000 Per Year
Annuities, Best Practices, Call Center Evaluation, Call Center Management, Call Center Operations, Coaching, Cross-Functional, Customer Escalations, Customer Experience, Customer Satisfaction, Detail Oriented, Financial Fraud, Financial Services, Financial Transactions, Improvement Metrics, Insurance, Interviewing Skills, Leadership, Legal, Maintain Compliance, Mentoring, Microsoft Office, Multitasking, Operations, Operations Management, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Productivity Management, Quality Assurance, Quality Management, Resolve Customer Issues, Retirement Plan, Talent Management, Team Building, Team Lead/Manager, Time Management
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:
- Bachelor's degree with 3-5+ 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 5/25/2026 and will remain open for at least 30 days from the posting date.