Operations Manager

Berkshire Hathaway GUARD Insurance Companies

. Lead and develop supervisors and service teams, fostering accountability, collaboration, and continuous improvement .

Posted 10/7/2026full-timeWilkes-Barre • Pennsylvania • United StatesMid-LevelSenior💰 $80,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing service operations and driving operational improvements through data analysis and performance metrics. Capable of fostering collaboration and accountability within teams while ensuring compliance with regulatory requirements and quality standards.

Highest-signal resume keywords

Leadership ExperienceOperational Performance MetricsProcess Improvement InitiativesCustomer Service ManagementAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Reporting ToolsWorkforce Management ProcessesData AnalysisPerformance Metrics MonitoringWorkflow OptimizationService Level Agreements ManagementResource PlanningChange ManagementProject ManagementInsurance Operations Knowledge

Soft Skills

Communication SkillsRelationship ManagementOrganizational SkillsCollaborationAccountability

Industry Keywords

Customer ServiceInsurance OperationsUnderwriting SupportCommercial Insurance ProductsContinuous Improvement

About the role

Key responsibilities & impact

Lead and develop supervisors and service teams, fostering accountability, collaboration, and continuous improvement
Oversee day-to-day operations to achieve customer service, quality, productivity, and service-level goals
Monitor performance metrics, workforce capacity, and operational trends to drive results and support business decisions
Manage staffing, scheduling, and resource planning to meet customer demand and operational objectives
Analyze performance data and identify opportunities to improve efficiency, service quality, and customer satisfaction
Partner with Underwriting, Claims, Product, Technology, Quality Assurance, Training, and other business units
Lead operational improvement initiatives, including workflow optimization, automation opportunities, and implementation of new processes and systems
Manage escalated customer and operational issues and ensure timely resolution
Ensure compliance with company policies, regulatory requirements, and quality standards
Present operational insights, performance results, and recommendations to senior leadership

Requirements

What you’ll need

Bachelor’s degree in business, Management, Operations, Insurance, or a related field preferred
Equivalent combination of education and relevant experience may be considered
5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations
Minimum 3 years of people leadership experience managing supervisors and/or large operational teams
Experience leading operational transformation and process improvement initiatives
Experience managing service level agreements, workforce planning, and operational performance metrics
Strong leadership and people management capabilities
Advanced analytical and problem-solving skills
Proven ability to utilize data to drive operational decisions
Excellent verbal, written, and presentation communication skills
Strong organizational and project management abilities
Ability to lead change in a fast-paced environment
Customer-focused mindset with strong relationship management skills
Proficiency with operational reporting tools, dashboards, and workforce management processes
Knowledge of insurance operations, underwriting support functions, and commercial insurance products preferred
Must work in one of the company’s offices 3 days per week
Availability for travel as required
Candidates must participate independently in interviews; unauthorized recording, transcription, AI note-taking, or AI interview assistance tools may not be used without prior approval

Benefits

Comp & perks

Hybrid schedule: 2 days remote / 3 in-office
Competitive pay
Generous PTO
Medical, dental & vision starting day one
401(k)
Tuition reimbursement
Longevity bonuses
Short-term incentive plan (performance-based bonus)