Director, Program Relationships

Reports To: President of Bishop Street Program Managers

Key Partners: Chief Operating Officer, Chief Risk Officer, Development Team Personnel and Bishop Street Program Managers companies and affiliates Employment Type: Full-Time Location: [Chicago / Hybrid / Remote]

Bishop Street Underwriters (BSU) is a specialty insurance holding company with a portfolio of 10+ operating businesses (OpCos) operating across the United States, Canada, and the United Kingdom with 400+ employees. Since launching in 2023, BSU has grown through acquisition and de novo build-out into an $800M+ gross written premium platform.

The Director of Program Relationships is responsible for overseeing and executing operational management, relationships, communication, and day-to-day support for members associated with the MGA. This role serves as a primary point of contact for members, ensuring they receive timely support, understand available resources and programs, and remain engaged with the MGA.

The ideal candidate is highly organized, relationship-focused, proactive, and comfortable working across multiple departments and stakeholders. The Member Manager will help strengthen member retention, satisfaction, engagement, and overall program performance.

• Serve as the primary point of contact for assigned MGA members
• MGA system implementation/integration by driving business requirements through participation in planning, testing and training of technology rollouts
• Member marketing and advertising communications
• Develop and maintain strong, professional relationships with members
• Respond promptly to members’ questions, requests, and concerns
• Identify member needs and coordinate appropriate solutions
• Conduct regular member check-ins and follow-ups
• Maintain accurate member records and documentation

• Lead the onboarding process for new members
• Direct and measure MGA programs regarding adherence to BSPM procedures, use of resources, and expectations of their Op Co
• Develop and implement member engagement initiatives
• Monitor member participation and identify opportunities to increase engagement
• Oversee and execute delivery of member communications
• Proactively seek and communicate feedback from OpCos to BSPM leadership

• Key leader and decision maker on policy administrative systems and their implementation and execution
• Coordinate with underwriting, claims, compliance, finance, and other internal teams to resolve member issues
• Track open member requests and ensure timely resolution
• Maintain accurate CRM and membership databases
• Prepare member reports, activity summaries, and performance updates
• Assist with developing and maintaining member resources, FAQs, and communications
• Identify recurring issues and recommend process improvements

• Act as an advocate for members while maintaining MGA policies and procedures
• Investigate member concerns and coordinate resolutions with the appropriate internal teams
• Escalate complex or sensitive issues to management when appropriate
• Follow established compliance, documentation, and service standards
• Engage BSU/BSPM capacity leadership concerning all program needs, requests and placements pertaining to carrier and reinsurance relationships

• 10+ years of experience in member services, account management, customer success, insurance operations, or a related field
• Insurance industry experience strongly preferred
• Experience working with an MGA, carrier, agency, association, or insurance program is a plus
• Strong relationship-management and communication skills
• Excellent organizational and time-management abilities
• Ability to manage multiple…