Director of Operations Real Estate Consortium

EPIC Brokers•New York, NY

7d•$175,000 - $200,000•Hybrid

About The Position

The Director, Consortium Operations & Implementation will lead the operating infrastructure, execution model, and scalable growth strategy for EPIC’s consortium platform. This role is responsible for organizing and advancing the full consortium operating model — including service delivery, implementation readiness, underwriting coordination, financial workflows, governance, data/reporting, member lifecycle support, and cross-functional execution. This individual is not expected to perform the day-to-day service or administrative work. Instead, the role will provide structure, accountability, and operational discipline to ensure the right processes, teams, tools, reporting, and governance are in place to support current programs and future consortium growth. The ideal candidate is an experienced operational leader who has successfully led complex implementations, built repeatable processes, managed cross-functional stakeholders, and created scalable infrastructure in a client-facing environment.

Requirements

10+ years of experience in operations, implementation, program management, insurance, healthcare, financial services, risk management, or a related client-service environment.
Proven success leading complex, cross-functional implementation or transformation initiatives.
Strong experience building scalable processes, governance frameworks, reporting routines, and operational playbooks.
Demonstrated ability to manage executive stakeholders, client-facing initiatives, and internal cross-functional teams.
Experience with resource planning, financial oversight, deliverable management, issue escalation, and operational performance tracking.
Strong project management, communication, organizational, and leadership skills.
Ability to bring structure to complex, evolving business models and keep multiple workstreams organized and moving forward.

Responsibilities

Own and continuously improve the consortium operating model across service, underwriting, finance, claims, captive management, analytics, governance, and technology.
Establish clear workflows, roles, responsibilities, service standards, escalation protocols, and accountability measures.
Coordinate cross-functional execution to ensure consortium programs operate efficiently, consistently, and with strong member experience.
Monitor operational performance through dashboards, KPIs, status reporting, and issue management routines.
Lead operational readiness for new consortium launches, expansions, and program enhancements.
Build repeatable implementation playbooks, onboarding frameworks, process maps, and governance routines.
Translate strategic business objectives into practical execution plans, timelines, deliverables, and accountability structures.
Identify process gaps, bottlenecks, and infrastructure needs; lead improvements that support scalability and efficiency.
Lead change management and adoption efforts to ensure new processes, tools, playbooks, and governance routines are understood, adopted, and sustained across teams.
Maintain a continuous improvement roadmap focused on scalability, consistency, automation, reporting quality, and operational efficiency.
Provide leadership and oversight to the teams responsible for renewals, member servicing, certificates, invoicing, premium financing, stewardship, and issue resolution.
Ensure service delivery is coordinated, timely, and aligned with defined standards.
Support resource planning, workload visibility, staffing alignment, and team accountability.
Serve as a senior escalation point for operational issues requiring cross-functional resolution.
Develop and maintain operating controls for invoicing, premium financing coordination, reconciliations, documentation, and service-cycle tracking.
Partner with finance, captive management, legal, compliance, and governance stakeholders to ensure operational actions align with program requirements.
Support SOW/vendor governance, deliverable tracking, and financial performance oversight where applicable.
Create consistent reporting to provide leadership visibility into operational performance, risks, and progress.
Partner with technology stakeholders to define system requirements, strengthen data integrity, enable workflow automation, and ensure reporting tools support scalable program operations.
Partner with executive leadership, sales, client executives, service teams, and technical resources to support consortium growth.
Help define operational requirements for new business opportunities and future consortium programs.
Lead process standardization across programs to create a consistent, repeatable, enterprise-ready model.
Mentor team members and strengthen organizational delivery capabilities.

Benefits

Generous Paid Time off
Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
Generous employee referral bonus program of $1,500 per hired referral
Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
401(k) matching
medical insurance
dental insurance
vision insurance
wellness & employee assistance programs