Carrier Operations Lead

Brightway Insurance•Jacksonville, FL

About The Position

About Brightway Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nations largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets. ----------------------------------------------------------------------------------------------------------------------------------------- Scope Under general supervision, the Carrier Operations Lead oversees carrier appointment and administrative operations, serving as the primary point of escalation for operational issues, process improvements, and team development. This role owns the organizations carrier appointments and credentialing processes as well as execution of these processes ensures that the Engagement Center and agent access to carriers are efficiently managed, and that the team delivers a high level of service and compliance.

Requirements

Strong leadership and team management skills; able to motivate and develop staff.
Excellent organizational and project management abilities.
Exceptional attention to detail and accuracy in all work.
Strong problem-solving skills; able to handle complex escalations.
Extensive knowledge of property & casualty insurance carrier operations.
Excellent verbal and written communication skills; able to interact professionally with agents, carriers, and internal stakeholders.
Proficiency with Salesforce and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Demonstrates Brightway values: Smart, Accountable, Trustworthy.
The ideal candidate will have 46 years of experience in insurance operations, carrier management, or related administrative roles, including at least 12 years in a leadership capacity.
Experience in the property & casualty insurance industry is required and specific experience with carrier appointments and operations is strongly preferred.

Nice To Haves

Bachelors degree is preferred but not required if candidate has requisite experience.

Responsibilities

Lead and manage the Carrier Operations team, providing guidance, coaching, and performance feedback.
Develop, implement, and maintain standardized processes for carrier appointments, agent onboarding, carrier credentialing, and related administrative workflows.
Serve as the primary liaison between the company, agents, and carriers to resolve escalated issues.
Monitor team workload, assign tasks, and ensure timely completion of all credentialing and appointment-related requests.
Identify opportunities to streamline processes, improve data accuracy, and increase operational efficiency.
Maintain and oversee accurate carrier and agent records within Salesforce, Fusion and other systems.
Conduct training sessions for new team members and new agents on carrier appointment processes.
Ensure compliance with all carrier, regulatory, and company policies.
Act as a subject matter expert for complex carrier-related inquiries and escalations.
Collaborate cross-functionally with other departments to support business objectives.
Prepare reports, analyze metrics, and provide recommendations to leadership for process improvements.
Perform other related duties as assigned.