Service Leader, Real Estate Insurance Program
About The Position
We are seeking a highly driven and operationally minded Director of Service Delivery to lead the service function for the RealFoundations Network (RFN)—a premier insurance consortium platform serving sophisticated real estate organizations. This role is the engine behind RFN’s service delivery model, responsible for managing the workflows of the service team and ensuring seamless execution across all member-facing operations. You will oversee day-to-day performance, build scalable processes, and lead a high-performing team supporting renewals, invoicing, certificates, and overall member service.
Requirements
- 8+ years in insurance brokerage, program business, or related operations
- Proven experience managing service teams and complex workflows
- Strong understanding of: Renewals and client service, Invoicing and financial coordination, Operational process design and improvement
- Ability to lead in a fast-paced, evolving environment
- Highly organized, data-driven, and execution-focused
Responsibilities
- Oversee all core service functions of the team: Renewals & stewardship cycles, Invoicing & premium financing, Certificates & cancellations, Member servicing and issue resolution
- Ensure consistent, high-quality delivery aligned to defined SLAs and service standards
- Manage workflow, priorities, and service pipeline across the team
- Lead issue triage and escalation management to protect member experience
- Monitor coordinated handoffs between the service team and the modeling, finance, claims, governance, and systems teams
- Partner with client executives to ensure strong renewal readiness and execution
- Maintain alignment across the full member lifecycle, from pre-renewal through renewal and post-renewal)
- Ensure accuracy and timeliness of invoicing and premium financing coordination
- Monitor exceptions, reconciliations, and service cycle times
- Prepare service operations for onboarding additional consortium programs
- Develop and standardize processes, playbooks, and workflows
- Ensure operations are consistent, repeatable, and audit-ready
- Reduce key‑person dependency by institutionalizing workflows, controls, and documentation
- Partner with systems and data teams to improve reporting and automation
- Identify inefficiencies and lead initiatives to streamline operations
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
- Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
- 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
- Mentorship Program, Tuition Reimbursement Program, Leadership Development
- Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
- 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
