Vice President Service Operations

We're looking for a technology-oriented VP of Service Operations for a new AI-powered insurance brokerage that's changing the insurance landscape for small and midsize businesses nationwide. In a nutshell, you'll architect and oversee a game-changing customer servicing model spanning both Commercial Lines and Group Health/Benefits across acquired agencies.

Our ideal candidate is fired up to change the insurance industry for SMBs. To be disruptive in a space that's meant to help people, but often complicates things. Maybe you've spent the better part of the past few years shaking your head at the corporate red tape and bureaucratic decision-making and thought to yourself, "Surely there have to be people out there who are trying to do this differently..."

Well, here we are.

The Business Model:

We're building a modern, acquisition-driven insurance services company focused exclusively on small and mid-sized business clients (10–99 lives). Our advantage lies in our blend of AI-powered technology and human expertise, enabling a seamless, omnichannel experience for SMB clients and their employees. We’re acquiring independent agencies and investing in their teams, giving producers and servicing staff the tools to thrive.

The Role:

This executive role is accountable for delivering a retention-first, tech-enabled, human-powered service experience—unifying decentralized operations into a scalable, centralized model. You’ll lead the charge in transforming legacy agency servicing into a modern client experience that prioritizes speed, consistency, and deep industry expertise tailored to the unique needs of SMBs.

Compensation, Benefits, Location:

• 100% employer-paid healthcare for you and your dependents
• Base salary DOE $200,000-$250,000 annually + substantial performance-based bonus opportunity
• Unlimited PTO
• Schedule flexibility
• Opportunity to relocate to Miami with assistance (not required)
• Beautiful, central office location in Brickell area of Miami

Key KPIs for Success:

• Client Retention % (by segment and overall)
• Net Promoter Score (NPS) for client service
• Employee Engagement Scores
• New Client Onboarding and Client Renewal Cycle Completion Time
• Ticket Volume per Client
• Servicing SLA Adherence
• Post-Acquisition Integration Timeline
• Employee Retention Rate among service and support teams
• Cost-to-Serve per Client reduction

Key Responsibilities:

Service Model Strategy

• Design and implement a scalable, standardized servicing model for Commercial and Group Health lines.
• Develop a segmented service approach tailored to SMB clients’ unique needs (limited in-house HR, budget constraints, fast-paced growth).

Retention & Experience Leadership

• Own client retention across the platform—design proactive service and renewal engagement strategies.
• Establish feedback loops through NPS, CSAT, and renewal metrics to guide service enhancements.

Post-Acquisition Integration

• Lead the IT and operational servicing integration of acquired agencies, ensuring systems, people, and processes are migrated efficiently and consistently.
• Build and maintain standardized onboarding playbooks for new agencies.

Platform & Technology Leadership

• Ensure high adoption and optimization of Applied Epic and Employee Navigator across all servicing teams.
• Collaborate with IT to align workflows, data integrity, and system configuration to support scalable operations.

Team Development & Leadership

• Directly manage a growing team including two General Managers and their servicing organizations.
• Build a high-performance, client-first servicing culture with strong coaching, accountability, and career pathing.

Cross-Functional Partnership

• Align with Sales, M&A, Compliance, and Carrier Management to deliver a seamless end-to-end client experience.

Qualifications and Requirements

• Must be able to travel frequently; relocation to Miami also available (though not required)
• 10+ years in insurance operations with leadership over servicing/retention
• 5+ years managing multi-line teams across Commercial and Group Health in a multi-agency, multi-location or high-growth environment
• Deep experience working with SMB clients (10–99 lives)
• Proficiency with Applied Epic and Employee Navigator
• Strong track record of improving retention, NPS, and operational efficiency
• Must be tech-oriented, able and motivated to embrace new tech rollouts and create and deploy service models that harness and fully utilize AI-powered advantages

Preferred Experience

• Leadership within a PE-backed, multi-location roll-up environment
• Familiarity with client segmentation, cross-sell enablement, and servicing tier models
• Familiarity with AI tools

What Success Looks Like

• Seamless servicing across acquisitions, with >95% client retention
• Platform servicing KPIs consistently met or exceeded
• Technology adoption is strong, and user feedback is positive
• You've built a high-functioning team that can scale with M&A volume