Licensed Operations Manager- Remote

Remote, Any Location, United States of America

Job Description:

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture:
Foundever® Stories.

Are you a proven insurance operations leader with a current Property & Casualty (P&C) license and a passion for driving results through people, performance, and client partnerships? We are seeking an experienced P&C Licensed Operations Manager to lead multiple customer service and insurance support teams within a fast‑paced contact center environment. This role is responsible for delivering exceptional operational performance, developing frontline leadership, ensuring client satisfaction, and driving business results across licensed insurance programs.

If you have experience leading large‑scale contact center operations, coaching leaders, managing insurance operations KPIs, and navigating a highly regulated environment, we want to hear from you.

• Manage and coach Supervisors, Team Managers, and frontline leaders supporting licensed insurance operations.
• Build a culture of accountability, engagement, recognition, and continuous improvement.
• Conduct regular performance reviews, leadership coaching sessions, and development planning.
• Develop bench strength and succession planning for future leadership opportunities.
• Foster a positive and inclusive work environment focused on employee growth and retention.

• Lead multiple teams supporting Property & Casualty insurance customers and policyholders.
• Ensure achievement of key business metrics, including:
  • Service Level
  • Quality Assurance
  • Customer Satisfaction (CSAT)
  • Employee Engagement
  • Productivity
  • Attendance
  • Compliance
  • Revenue and Profitability
• Analyze performance trends and implement action plans to close performance gaps.
• Partner with Workforce Management and Training teams to maximize operational efficiency.

• Build strong relationships with internal and external stakeholders.
• Prepare and present operational business reviews and performance updates.
• Drive resolution of client escalations and operational challenges.
• Support new business implementations, program launches, and operational transitions.

• Manage operational performance against budget and profitability goals.
• Support workforce forecasting and staffing strategies.
• Drive efficiencies while maintaining a high-quality customer and employee experience.
• Ensure accurate operational reporting and financial performance management.

• Maintain compliance with insurance regulations, company policies, and client requirements.
• Ensure quality monitoring programs are effectively executed.
• Lead continuous improvement initiatives through audit findings, customer feedback, and performance data.
• Promote a strong culture of compliance and ethical…