The Director of Operations is responsible for helping SQAH meet its revenue, sales, retention, customer satisfaction, and profitability goals by efficiently managing SelectQuote Auto & Home’s consumer product offering and carrier platform, carrier relationships, quality control, and post-sale service.

This Executive will lead the SelectQuote Auto & Home Product Management, Customer Service, Retention, Quality Assurance, and Underwriting organizations. This position will direct and oversee all aspects of our product offering, build related sales technology to optimize product profitability, and develop data analytics and insights to assist Marketing, Sales, and Finance to meet company objectives. This position will require leadership and influence across multiple functional areas of the business, interaction with business and carrier managers and executives and vast knowledge of the property and casualty marketplace.

Essential Functions:

  • Product Management
    • Carrier relations: Manage day-to-day relationships, initiatives, profitability as well as long-term strategic planning of SQAH's robus carrier platform
    • Carrier development: Evaluate new potential carriers to further increase the competitiveness and profitability
    • Carrier Utilization: Partner with Training and Sales organizations to roll out new carriers and to ensure proper utilization of existing carriers on our platform
    • Systems: Evaluation of new tools to improve the sales process and back-end servicing
  • Customer Service & Retention
    • Provide strategic direction and day-to-day leadership and management for SQAH’s Customer Service organization that services SQAH’s growing customer base effectively and efficiently
      • KPIs
      • Compensation
      • Staffing
      • Strategic Initiatives
    • Drive improved customer retention through SQAH’s retention team providing both proactive and reactive re-shop \ retention services for our growing customer base
  • Quality Assurance & Underwriting
    • Ensure SQAH policies are written with the highest underwriting quality standards through leadership and management of our in-house Quality Assurance and Underwriting teams
    • Manage customer escalations and complaints when received

Knowledge, Skills & Abilities:

  • Extensive knowledge of all personal lines property and casualty products, industry environment, national competitors; ability to suggest changes to maximize agency profitability
  • Strong analytical skills, sales technology acumen, and ability to synthesize large amounts of data to determine and direct meaningful change in the business
  • Experience managing a large team of sales or service professionals inside a sales and operations center
  • Excellent self-management and direction skills
  • Ability to work well under pressure, to prioritize and deliver business results
  • Demonstrated ability to influence and build consensus at all levels of management
  • Excellent interpersonal skills; a strong verbal and written communicator plus an ability to be effective in a business-to-business setting

Training & Experience:

  • Requires minimum 3 to 5 years of progressive inside sales or operations management experience, Property & Casualty industry experience strongly preferable
  • Demonstrated ability to lead and manage in a complex matrix-management environment
  • Bachelor’s degree required
  • Must be able to travel up to 15% of the time