Location: Wayne, PA (covering Pennsylvania, Maryland, and Northern Virginia)

Work arrangement: Based in Wayne, PA, with a strong in-office presence. Candidates should live within about an hour of Wayne. For the right person, a hybrid schedule is available, for example two days in Wayne, two days in the Montgomeryville, PA office, and one day from home.

Reports to: Market Leader, Mid-Atlantic

About the Company and the Role

Our client is a fast-growing national insurance brokerage that is still early in its growth story. The Mid-Atlantic is its largest region and is set to grow at its fastest pace yet, which means new roles are being created and there is real room for advancement.

As Head of Operations, you will lead service operations across all Mid-Atlantic offices in Pennsylvania, Maryland, and Northern Virginia. In Pennsylvania alone that means about 60 people, led through 17 team leads. You will partner closely with the Market Leader to stabilize the service team, strengthen standard operating procedures, and streamline processes so the market can grow from both a service and a new business standpoint. This is a role for a self-starter who spots a problem, figures out a solution, and puts it in place without waiting to be asked.

What You'll Do

Operational leadership

• Own day-to-day service operations across the Mid-Atlantic offices, working primarily through a group of team leads who bring questions, concerns, and process needs to you.
• Build, refine, and enforce standard operating procedures, adapting company standards to fit the market and creating new SOPs where gaps exist.
• Serve as the operations liaison to HR, IT, and Compliance.
• Visit offices and hold regular check-ins across locations to keep teams aligned and consistent.

Technology and reporting

• Act as the subject matter expert for AMS 360 across the region.
• Produce operations and performance reporting that gives leadership a clear view of service health.
• Lead system rollouts and process changes, making sure teams are trained and supported.

Leadership and collaboration

• Lead, coach, and mentor client management team leaders, including performance reviews.
• Partner with producers and marketing on retention and renewals so nothing falls through the cracks.
• Earn the trust of the team and help build a positive, stable, high-performing service culture.

What You Bring

• Proven people management experience in an insurance agency or brokerage operations setting, ideally leading other leaders.
• Strong, hands-on experience with AMS 360.
• An active insurance license.
• Experience with both commercial and personal lines workflows, with a stronger background in commercial lines.
• A self-starter mindset: you take initiative, think beyond the job description, and are comfortable identifying problems and implementing solutions on your own.
• The ability to bring proven practices from your past experience while staying flexible and open to new ways of doing things.
• Experience operating at scale, across multiple teams or offices.

Nice to Have

• 10+ years in insurance agency operations, including 5+ years in management.
• Professional designations such as CIC, ARM, or AAI.
• Experience integrating acquired agencies or leading teams through growth and change.
• A track record of building or overhauling SOPs across multiple offices.

Compensation

Base salary based on experience, plus bonus potential.