Operations Director

Foundation Risk Partners, one of the fastest growing insurance brokerage and consulting firms in the US, is adding a Chief Operating Officer to their team at Pierce Insurance.

Position Summary:

The Chief Operating Officer is responsible for leading all operational functions of Pierce Insurance Agency and ensuring the organization delivers a consistent, scalable, and profitable client experience. The COO partners with agency leadership to execute strategic priorities while maintaining the agency's high-touch service model and supporting continued growth.

The COO oversees implementation, account management, customer service, enrollment operations, call center functions, technology operations, billing administration, project management, reporting, and operational governance.

Key Responsibilities:

Operational Leadership

• Lead day-to-day agency operations.
• Design and implement scalable business processes.
• Establish operational standards, policies, and performance expectations.
• Create accountability frameworks across departments.
• Reduce dependency on individual knowledge and manual workflows.

Financial Visibility & Reporting

• Develop agency-wide operational and financial reporting.
• Establish KPI dashboards for:
  • Revenue
  • Commissions
  • Profitability
  • Client retention
  • Enrollment performance
  • Service metrics
• Partner with finance to improve forecasting and budgeting.
• Monitor operational efficiency and resource allocation.

Client Service & Account Management

• Oversee account management and customer service teams.
• Create clear ownership models for client servicing.
• Establish service standards and escalation procedures.
• Improve client retention and satisfaction.
• Drive strategic account review processes.

Implementation & Project Management

• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between:
  • Sales
  • Technology
  • Enrollment
  • Account Management
  • Carriers
• Ensure successful onboarding of new clients.

Enrollment Operations

• Oversee open enrollment execution.
• Optimize counselor deployment and enrollment workflows.
• Improve staffing and capacity planning.
• Measure participation, enrollment success, and operational performance.

RFP & Proposal Governance

• Establish a centralized RFP management process.
• Develop proposal templates and content libraries.
• Create review and quality-control procedures.
• Track proposal metrics and win rates.
• Ensure consistency across carrier and client responses.

Technology & Process Improvement

• Lead technology strategy and operational modernization.
• Oversee agency platforms, enrollment systems, billing systems, and reporting tools.
• Prioritize automation opportunities.
• Improve data governance and reporting accuracy.
• Drive technology initiatives that improve scalability and client experience.

Organizational Development

• Evaluate organizational structure and staffing requirements.
• Develop succession planning strategies.
• Improve role clarity and accountability.
• Build management capabilities across departments.
• Foster a culture of operational excellence and continuous improvement.

Key Performance Indicators (KPIs)

Financial

• Revenue growth
• Operating margin
• Commission leakage reduction
• Budget adherence

Operational

• Implementation cycle time
• Open enrollment completion rates
• Service ticket resolution times
• Capacity utilization

Client

• Client retention
• Net Promoter Score (NPS)
• Client satisfaction scores
• Renewal success rates

Team

• Employee retention
• Productivity metrics
• Training completion
• Succession readiness

Qualifications:

Required:

• 10+ years of operational leadership experience.
• Experience within insurance, employee benefits, brokerage, or consulting organizations.
• Strong financial and operational management capabilities.
• Experience leading multi-functional teams.
• Demonstrated success scaling service organizations.

Preferred:

• Employee benefits or voluntary benefits industry experience.
• Enrollment and benefits administration expertise.
• Technology transformation experience.
• M&A integration experience.
• Project management certification (PMP or similar).

Success Profile (First 12–18 Months)

The COO would be expected to:

1. Establish agency-wide financial and operational reporting.
2. Standardize implementation and project management processes.
3. Formalize the RFP governance model.
4. Separate and optimize customer service and call center operations.
5. Improve capacity planning and workload visibility.
6. Build a scalable operating model that preserves Pierce's high-touch client experience while supporting future growth