About this role
About InsureOne:
InsureOne, part of the Confie family, is one of the largest U.S. privately-held insurance companies. InsureOne is transforming how Americans protect what matters most. We work with top insurance carriers to provide personalized auto, home, commercial, and life insurance solutions through InsureOne, operating through a coast-to-coast network of community-based agencies. As we continue to grow, we're seeking an exceptional leader to drive operational excellence for our Farmers Branch, Texas location.
The Opportunity:
Join our operations leadership team as Director of Contact Center Operations and shape the future of customer experience in one of America's fastest-growing insurance platforms. This is a rare opportunity to lead transformation at scale - directing 30+ professionals while sitting on InsureOne's Leadership Team as a true Leader of Leaders.
What Success Looks Like:
Lead & Transform
• Drive operational excellence across omni-channel sales and service functions
• Champion digital transformation initiatives that revolutionize customer engagement
• Build and execute strategies that balance exceptional service with aggressive growth targets
• Partner with senior leadership to align operational capabilities with corporate vision
Build High-Performance Teams
• Inspire and develop 2-3 direct reports who lead their own teams
• Create a culture of continuous improvement and innovation
• Implement world-class training and development programs
• Foster an environment where top talent thrives and grows
Drive Business Results
• Optimize key metrics: ASA, conversion rates, first-call resolution, CSAT scores
• Manage multi-million-dollar operational budgets with entrepreneurial mindset
• Develop self-service capabilities and automation strategies
• Build strategic partnerships with Marketing, IT, Product, and Compliance teams
Shape Customer Experience
• Design and implement next-generation service delivery models
• Lead workforce planning and optimization initiatives
• Deploy cutting-edge contact center technologies (ACD, IVR, CTI systems)
• Create seamless omni-channel experiences that delight customers
The Ideal Candidate
Critical Requirements:
• Multi-Carrier Insurance Expertise: Proven experience managing operations in multi-carrier environments with deep understanding of auto, home, and small commercial insurance sales
• Independent Agency Background: Track record of success in independent agency or broker settings where carrier selection and customer choice drive the business model
• Product Knowledge: Comprehensive understanding of P&C insurance products across multiple carriers, including coverage options, underwriting guidelines, and state-specific requirements
You Bring:
• Active P&C License (or recently expired)
• 10+ years of progressive operations leadership in multi-carrier insurance environments
• Demonstrated success leading 30+ person teams through transformation and growth
• Experience managing comparative rating systems and multi-carrier quoting platforms
• Expertise in auto, home, and small commercial insurance sales operations
• Excellence in financial management and P&L responsibility
• Mastery of contact center metrics and workforce management
• Bachelor's degree preferred; relevant work experience may be considered in lieu of a degree.
You Are:
• A strategic visionary who understands the complexity of multi-carrier distribution
• An expert at balancing carrier relationships while maintaining customer focus
• Data-driven with ability to optimize carrier placement and conversion rates
• Comfortable navigating varying carrier requirements and commission structures
• Passionate about consultative selling in a choice-rich environment
Why This Role, Why Now
✓ Visible Leadership Role - Direct access to SVP and operations leadership team ✓ Transformation at Scale - Lead major expansion in growing market ✓ Career-Defining Impact - Shape operations for an industry leader ✓ On-Site Advantage - Build real relationships and culture in our Farmers Branch office ✓ Growth Trajectory - Join during exciting expansion phase with advancement opportunities
Our Commitment to You
At InsureOne, we believe in investing in our leaders. You'll receive:
• Competitive compensation package commensurate with experience
• Comprehensive benefits including medical, dental, vision
• Professional development and continuing education support
• Opportunity to build your legacy in a transforming organization
• Work with cutting-edge technology and innovative solutions
Ready to Lead?
This is more than a job - it's your chance to drive meaningful change in how millions of Americans experience insurance. If you're ready to lead from the front, build something extraordinary, and make your mark on a growing enterprise, we want to hear from you.
Location: 11511 Luna Rd Farmers Branch, TX 75234 (On-site) Reports to: SVP of InsureOne Team: 30+ professionals across multiple functions
Salary: Starting base pay of $115k + /yr (DOE) plus an annual performance bonus of 20% based on individual and company goals being met
InsureOne is committed to diversity and inclusion, fostering an environment where every voice is heard and valued.