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Berkshire Hathaway GUARD Insurance CompaniesPosted 10/20/2026full-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, managing performance metrics, and driving operational transformation initiatives. Proficient in developing KPIs, dashboards, and fostering a customer-focused culture while ensuring adherence to regulatory requirements.
Highest-signal resume keywords
Service Operations LeadershipOperational Transformation InitiativesPerformance Metrics ManagementCustomer Relationship ManagementData-Driven Decision Making
About the role
Key responsibilities & impact- Lead day-to-day service operations to ensure efficient, accurate, 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
- 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 timely, accurate resolution of inquiries
- Manage escalated customer and operational issues, including root-cause analysis
- Lead, coach, and develop supervisors and team members
- 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
- Optimize scheduling and workload distribution
- Lead continuous-improvement and operational-transformation initiatives
- Identify automation opportunities and support implementation of new systems, products, processes, and organizational initiatives
- Collaborate with Product, Underwriting, Claims, Technology, Quality Assurance, Training, and other business units
- Maintain current operational procedures, workflows, and documentation
- Serve as an operational subject matter expert for service delivery functions
- Travel as required
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
- Successful candidate expected to 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 are prohibited 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
- Hybrid schedule: 2 days remote / 3 days in-office
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 ReportingWorkforce ManagementProcess ImprovementKPI DevelopmentData AnalysisRoot-Cause AnalysisSLA ManagementStaffing PlansChange ManagementAutomation Implementation
Soft Skills
LeadershipCoachingCommunicationOrganizational SkillsProblem-Solving
Tools & Technologies
DashboardsOperational Reporting Tools
Industry Keywords
Insurance OperationsCustomer ServiceService-Level AgreementsOperational ProcessesQuality Standards