Operations Director Farmville, North Carolina,

The Chief Operating Officer is responsible for leading all operational functions of Pierce Insurance Agency and ensuring the organization delivers a consistent, scalable, and profitable client experience. The COO partners with agency leadership to execute strategic priorities while maintaining the agency's high-touch service model and supporting continued growth.

The COO oversees implementation, account management, customer service, enrollment operations, call center functions, technology operations, billing administration, project management, reporting, and operational governance.

• Lead day-to-day agency operations.
• Design and implement scalable business processes.
• Establish operational standards, policies, and performance expectations.
• Create accountability frameworks across departments.
• Reduce dependency on individual knowledge and manual workflows.

• Develop agency-wide operational and financial reporting.
• Revenue
• Commissions
• Profitability
• Service metrics
• Partner with finance to improve forecasting and budgeting.
• Monitor operational efficiency and resource allocation.

• Oversee account management and customer service teams.
• Create clear ownership models for client servicing.
• Establish service standards and escalation procedures.
• Improve client retention and satisfaction.
• Drive strategic account review processes.

• Build a formal project management framework.
• Standardize implementation timelines, milestones, and deliverables.
• Improve cross-functional coordination between:
  • Sales
  • Technology
  • Enrollment
  • Account Management
  • Carriers
• Ensure successful onboarding of new clients.

• Optimize counselor deployment and enrollment workflows.
• Improve staffing and capacity planning.
• Measure participation, enrollment success, and operational performance.

• Establish a centralized RFP management process.
• Develop proposal templates and content libraries.
• Create review and quality‑control procedures.
• Track proposal metrics and win rates.
• Ensure consistency across carrier and client responses.

• Lead technology strategy and operational modernization.
• Oversee agency platforms, enrollment systems, billing systems, and reporting tools.
• Prioritize automation opportunities.
• Improve data governance and reporting accuracy.
• Drive technology initiatives that improve scalability and client experience.

• Evaluate organizational structure and staffing requirements.
• Develop succession planning strategies.
• Improve role clarity and accountability.
• Foster a culture of operational excellence and continuous improvement.

• Revenue growth
• Operating margin
• Commission leakage reduction
• Budget adherence

• Implementation cycle time
• Service ticket resolution times
• Capacity utilization

• Net Promoter Score (NPS)
• Client satisfaction scores
• Renewal success rates

• Employee retention
• Productivity metrics
• Training completion
• Succession readiness

• 10+ years of operational leadership experience.
• Experience with in insurance, employee benefits, brokerage, or consulting organizations.
• Strong financial and operational management capabilities.
• Experience leading multi‑functional teams.
• Demonstrated success scaling service organizations.

• Employee benefits or voluntary benefits industry experience.
• Enrollment and benefits administration expertise.
• Technology transformation experience.
• Project management certification (PMP or similar).

The COO would be expected to:

• Establish agency‑wide financial and operational reporting.
• Standardize implementation and project…