Director of Operations

Job Description

Job Description

About the Role

Are you an experienced operational leader ready to elevate our agency's performance? We're seeking a Director of Agency Operations to spearhead all operational aspects of Matic's agency. Reporting directly to the VP of Operations, you'll be instrumental in developing and executing our operational strategy, ensuring it aligns perfectly with our company goals. In our dynamic startup environment, this role will have a profound, company-wide ripple effect, directly shaping our next stage of growth and success.

We're looking for someone with extensive experience in call center operations, workforce management, and the Property and Casualty insurance industry. In this pivotal role, you'll be responsible for optimizing process improvement, project delivery, and workforce management strategies and best practices. You'll collaborate cross-functionally with key stakeholders, driving profitability through enhanced processes and empowered people.

Responsibilities

• Team and Organizational Leadership:
• Lead our workforce management and process improvement teams to ensure the needs of the sales and customer service call center teams are met.
• Communicate effectively with agency leadership, expertly balancing multiple priorities and perspectives to ensure optimal outcomes.
• Work directly with the product management and engineering teams to optimize and drive adoption of our Agency technology platforms.
• Lead Agency change management, including partnering with other departments to ensure effective training and communication.
• Serve as a conduit between the Agency and other departments that are implementing changes that impact the Agency.
• Roadmap Ownership and Project Delivery:
• Develop and execute an operations roadmap with scalable solutions to support the development of employees across the Agency.
• Analyze data and business trends to continually refine and develop measurable processes and procedures, ensuring maximum performance and strategic alignment for the Agency.
• Manage medium to large projects and initiatives that introduce new carriers, products, technology or procedures within the agency.
• Research and implement innovative technologies and operational methodologies to enhance agency efficiency and competitive advantage.
• Drive Profitability growth:
• Manage the operational and workforce management budgets, including forecasting call center headcount to ensure cost-effectiveness and resource optimization
• Define, track and report on key operational metrics that drive profitability and build improvement plans
• Compliance/Regulatory Adherence:
• Partner with our legal and compliance team to ensure all agency operations and processes adhere to relevant industry regulations, compliance standards, and internal policies.
• Identify potential operational risks and develop mitigation strategies to ensure business continuity and stability.

Requirements

• 7-10 years of progressive work experience in operations, project management and workforce management roles.
• Call center and/or property & casualty insurance industry experience is required. Having both of these experiences is a big plus.
• Strong leadership abilities to set and influence department level strategy while leading individual contributors/multiple business units to achieve the vision.
• Proven track record of influencing department level strategy, setting long term vision, and driving results.
• Strong analytical skills, sales technology acumen, and ability to synthesize large amounts of data (financial and operational) to determine and direct meaningful change in the business.
• Effective independent judgment and decision making ability.
• Strong project management skills.
• Proven track record of leading highly effective teams and driving results.
• Ability to work well under pressure, to prioritize and deliver business results.
• Excellent interpersonal skills; strong verbal & written communicator w/an ability to be effective in a business-to-business setting.

How Matic stands out

• Career advancement - we have a culture that focuses on internal promotion and career growth.
• You have an ownership stake - all Maticians receive Matic stock options.
• Unlimited Paid Time Off.
• Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution.
• 401(k) Retirement Plan.
• Continuing education, licensing and professional development paid for by Matic.
• A TRUE team culture - One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teams, etc!
• Modern office environment (that's CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water bar (sparkling or still, your choice!).

About Matic

Matic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the InsurTech industry by embedding insurance within the home and auto ownership experience. Today, Matic's digital insurance marketplace has over 45 home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.

We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal…one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.