Homeoffice Director of Operations – Life & Health Division bei One80 Intermediaries

Pearl Insurance is seeking a collaborative, forward-thinking Director of Operations to lead and elevate our Life & Health customer service operations. This individual will be responsible for delivering consistent service excellence in a highly transactional environment by exploring and leveraging tools and resources—including AI and digital technologies—to optimize team performance and member engagement.

The ideal candidate is a strategic leader who holds an active Life & Health license, has deep knowledge of Life & Health products, and demonstrates a passion for member engagement. Experience in the Affinity market is preferred but not required. Familiarity with Five9 data reporting and performance management is also highly preferred. This role is central to building scalable operations, driving measurable performance, and enhancing our member-first culture.

Your Impact:

• Lead and inspire the Life & Health customer service operations team, setting clear performance expectations and delivering a culture of service excellence.
• Design and execute strategies to enhance operational efficiency, ensure regulatory compliance, and elevate the overall member experience.
• Explore, implement, and optimize AI-driven and other digital tools—including but not limited to Five9—to support the needs of a high-volume, transactional Life & Health customer service team.
• Collaborate cross-functionally with Product, Sales, Compliance, and IT to implement innovative service solutions that meet evolving member needs.
• Use data, KPIs, and member feedback to drive process improvements and report on performance outcomes.
• Cultivate a strong internal culture by developing leadership talent, fostering collaboration, and ensuring alignment with organizational values.
• Serve as a trusted escalation point, ensuring timely and professional resolution of service concerns.
• Minimal travel may be required as business deems appropriate.

Successful Candidates Will Have:

• Active Life & Health Insurance License (required).
• 7+ years of progressive leadership experience in customer service or operations within the Life & Health insurance industry.
• Proven expertise in Life & Health product lines, with a strong understanding of regulatory requirements and operational standards.
• Experience in the Affinity market is a plus.
• Experience with Five9 data reporting and performance management highly preferred.
• A collaborative leadership style that embraces innovation, leverages technology, and inspires teams to think ahead and execute with excellence.
• Strong analytical, communication, and decision-making skills with the ability to influence outcomes and lead change.
• Proficiency in customer experience tools, data platforms, and performance reporting systems.

About One80:

One80 Intermediaries is a privately held firm with offices throughout the US and Canada.  As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business.  Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work® Certification™ for the second consecutive year.

The expected annual pay range for this position is determined by depth of experience and estimated between $64,800 to $110,000 plus discretionary bonus.

At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, and 10 days of paid time off and 11 paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

If you have any questions about this posting, please contact [email protected].

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.

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