ACI Director-Strategy & Operations

Bish's RV, Inc. • Meridian, ID

18h

About The Position

The Director of Strategy & Operations is responsible for building the systems, technology, data, and operating infrastructure that enable Adventure Club Insurance (ACI) to scale efficiently and capture more value from existing demand. This leader serves as a strategic operating partner across sales, service, retention, cross-sell, reporting, and Bish’s integrations, turning business opportunities into practical, measurable solutions. This is a highly autonomous builder role focused on identifying constraints, designing scalable systems, and driving execution that improves growth, productivity, customer experience, and long-term enterprise value.

Requirements

• ACI has a scalable operating system with core workflows that are documented, measurable, integrated, and capable of supporting continued growth without proportional increases in headcount.
• Leadership has clear visibility into lead flow, conversion, producer performance, product performance, customer behavior, retention, cross-sell, and book-of-business trends.
• Lead infrastructure is reliable, with clear visibility into where leads originated, whether they were received, how quickly they were contacted, how they moved through the funnel, and where opportunities were won or lost.
• Customer follow-up and engagement journeys are automated and measurable rather than primarily dependent on individual employees remembering to create tasks or manually manage cadence.
• ACI demonstrates measurable movement toward 35–40% dealer-lead conversion, 40–50% RV-to-auto penetration, 1.20 policies per customer, and a 25%+ improvement in premium-production capacity.
• Retention is visible and actionable, including retention trends, at-risk customers, cancellation drivers, and meaningful intervention opportunities.
• Technology reduces friction, eliminates unnecessary manual work, increases employee capacity, and creates measurable business value.
• AI and automation are embedded where they demonstrably improve customer experience, productivity, reporting, quality, coaching, or execution.
• Critical systems, processes, workflows, reporting logic, and institutional knowledge are documented and transferable.
• ACI has a repeatable process for prioritizing, executing, measuring, and improving strategic initiatives.
• ACI and Bish’s operate more cohesively through stronger integration with Bish’s sales and marketing ecosystem.
• The Director becomes a trusted strategic operating partner who challenges assumptions, identifies opportunities, makes well-reasoned recommendations, and consistently turns vision into execution.
• Demonstrate alignment with the Company’s vision, mission, and core values in all interactions

Responsibilities

• Assess technology, workflows, data, integrations, customer journeys, reporting, vendors, and operational bottlenecks.
• Identify where revenue, leads, customer opportunities, employee capacity, and data are being lost or underutilized.
• Establish trusted definitions and sources for ACI’s core KPIs and business data.
• Create reliable lead infrastructure, including lead receipt, routing, reconciliation, speed-to-lead, and reporting.
• Build systems and workflows that improve conversion by source, agent, product, and stage.
• Automate and measure lead follow-up, conversion, post-sale, cross-sell, retention, and re-engagement journeys.
• Build visibility into customer, policies, retention, cancellation risk, cross-sell opportunity, revenue, and book-of-business trends.
• Increase premium production per producer while reducing unnecessary manual work.
• Document and improve core workflows, SOPs, ownership, integrations, system dependencies, and business continuity.
• Design the future-state technology stack and identify what should be retained, replaced, built, purchased, consolidated, or outsourced.
• Evaluate and implement high-value technology, AI, and automation solutions across sales, service, reporting, quality assurance, and operations.
• Own major strategic projects and improve integration with Bish’s sales, marketing, technology, data, and customer processes.
• Present recommendations and investments based on ROI, measurable business impact, and scalability.
• Builder and operator who is entrepreneurial, autonomous, and highly accountable.
• Strong systems and technology thinker with experience in SaaS, integrations, automation, AI, and data.
• Analytical and financially minded, with the ability to connect decisions to ROI and business impact.
• Excellent project manager and communicator who can lead change, earn trust, and drive cross-functional execution.
• Curious, organized, customer-focused, comfortable with ambiguity, and willing to challenge assumptions thoughtfully.
• Ability to pass a background and drug test.
• Demonstrate alignment with the Company’s vision, mission, and core values in all interactions.
• Strategic thinker with a strong bias toward execution.

Benefits

• Comprehensive benefits package including medical, vision, dental, and other supplemental coverages
• 401K matching
• Employee discounts
• Company-paid life insurance
• Gym membership reimbursement
• Opportunities for advancement
• Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products
• RV Borrowing Program
• Incredible Team Culture

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed