Job Description

Lead with Impact: Become Our Commercial Lines Service Director

Are you a passionate people-leader who thrives on developing talent, building high-performing teams, and driving operational excellence? We’re looking for a Director to lead our Commercial Client Service department—someone who’s energized by coaching others, fostering collaboration, and creating exceptional client experiences.

This is not a project management role. It’s a people-first leadership opportunity for someone who knows how to inspire, guide, and grow teams. If you have experience managing managers, conducting performance reviews, and leading cross-functional initiatives, we want to hear from you.

Why You’ll Love Working Here

We’re proud to be recognized as a CNY Best Place to Work and an Economic Champion. Our culture is built on Integrity, Accountability, and Transparency, and we’re committed to helping our people thrive. You’ll be joining a collaborative environment where your leadership directly shapes the success of our Commercial Lines team and the satisfaction of our clients.

Our Commercial team serves middle-market clients through a sophisticated service model that prioritizes depth, quality, and long-term relationships. You’ll lead a team that manages fewer, high-value accounts—allowing for meaningful service and strategic impact.

What You’ll Do

Team Leadership & Development

• Directly manage and mentor in-person teams, including Team Leads, with a focus on developing strong people management capabilities.
• Coach new and emerging managers in core leadership skills such as delegation, communication, and performance management.
• Conduct regular in-person one-on-ones to foster engagement, accountability, and professional growth.
• Cultivate a high-performance culture rooted in learning, collaboration, and ownership.
• Lead team development, performance reviews, and career development initiatives across the client service department.

Operational Excellence

• Oversee day-to-day customer service operations, ensuring consistent delivery across departments.
• Identify and implement process improvements and technology solutions that enhance team efficiency and client satisfaction.
• Standardize documentation, training materials, and workflows to ensure operational consistency and regulatory compliance.
• Collaborate cross-functionally to align service operations with broader organizational goals.

Performance & Strategy

• Define, monitor, and analyze service standards, KPIs, and productivity metrics to drive continuous improvement.
• Use data-driven insights to identify trends, inform decisions, and elevate team performance.
• Partner with senior leadership to align departmental objectives with long-term strategic priorities.
• Contribute to organizational planning and decision-making as a member of the senior leadership team.

What You Bring

• Demonstrated experience directly managing in-person teams in a professional industry setting.
• Proven track record of coaching and developing new managers into effective leaders.
• Strong analytical skills with the ability to interpret metrics and use data to drive performance.
• Strategic thinker with a hands-on approach to leadership and problem-solving.
• Experience contributing to senior leadership discussions and organizational strategy.
• Willingness to learn the insurance industry and become a subject matter expert through our tailored training program.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in team leadership, service operations, or senior management roles.
• Intermediate to advanced Microsoft Office skills (especially Excel and Word).
• Experience in performance management, training, and cross-functional collaboration.
• Management of an in-person team of direct reports.

Compensation details: 110000-130000 Yearly Salary

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