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Berkshire Hathaway GUARD Insurance CompaniesPosted 10/19/2026full-timeWilkes-Barre • Pennsylvania • United StatesMid-LevelSenior💰 $80,000 - $120,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading service operations, optimizing processes, and driving operational performance through data analysis and strategic decision-making. Proven ability to foster a customer-focused culture while managing teams and implementing transformation initiatives.
Highest-signal resume keywords
Service Operations LeadershipOperational TransformationData-Driven Decision MakingCustomer Relationship ManagementPerformance Metrics Management
About the role
Key responsibilities & impact- Lead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery
- Establish and maintain operational processes supporting organizational objectives and service level commitments
- Monitor workflow volumes, staffing levels, productivity, and service performance across teams
- Ensure adherence to policies, procedures, regulatory requirements, and quality standards
- Identify operational risks and implement corrective actions
- Analyze operational metrics, performance trends, and workforce data to drive decisions
- Develop and maintain KPIs, dashboards, and management reporting
- Monitor SLA performance and implement action plans to address gaps
- Present operational insights and recommendations to senior leadership
- Champion a customer-first culture and ensure customer inquiries are resolved accurately and timely
- Improve customer journeys and service delivery processes
- Manage escalated customer and operational issues, including root cause analysis
- Provide leadership, coaching, and development to supervisors and team members
- Build a high-performance culture and establish performance expectations
- Conduct performance reviews and facilitate coaching conversations
- Identify talent development and succession planning opportunities
- Partner with Human Resources on employee relations, performance improvement plans, and talent management
- Develop staffing plans and resource allocation strategies
- Monitor workforce capacity and address staffing gaps
- Partner with Training on onboarding, cross-training, and ongoing development
- Optimize scheduling and workload distribution
- Lead operational improvement and transformation initiatives
- Use process improvement methodologies to eliminate waste and improve workflow performance
- Partner with Technology and Business Process teams on automation opportunities
- Support implementation of new systems, products, processes, and organizational initiatives
- Measure and report improvement and transformation results
- Collaborate with Product, Underwriting, Claims, Technology, Quality Assurance, and Training teams
- Participate in enterprise initiatives supporting strategic growth and customer service objectives
- Maintain current and effective procedures, workflows, and operational documentation
- Serve as an operational subject matter expert for service delivery functions
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
- Expected to work in one of the company's offices 3 days per week
- Available 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- Competitive pay
- Generous PTO
- Medical, dental & vision starting day one
- 401(k)
- Tuition reimbursement
- Longevity bonuses
- Short-term incentive plan (performance-based bonus), subject to individual and company performance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational ReportingProcess Improvement MethodologiesWorkforce PlanningKPI DevelopmentRoot Cause AnalysisService Level Agreement ManagementPerformance Metrics AnalysisProject ManagementChange ManagementStaffing Plan Development
Soft Skills
LeadershipCoachingCommunicationOrganizational SkillsProblem-Solving
Tools & Technologies
DashboardsWorkforce Management ToolsOperational Reporting Tools
Industry Keywords
Insurance OperationsCustomer ServiceOperational ProcessesQuality StandardsRegulatory Requirements