Distribution Operations Manager

Empathy • New York, NY

1d • Hybrid

About The Position

The Distribution Operations Manager is a strategic, central role supporting Empathy’s entire North American Distribution organization. This role drives operational excellence, scalable training, and cross-functional coordination to ensure the Distribution team is equipped to effectively engage advisors, support partners, and accelerate adoption of Empathy-enabled solutions. Rather than supporting individual territories, this role operates as a hub across Distribution, building repeatable processes, standardized training programs, and consistent communication frameworks that elevate performance across all partners, carriers, and advisor segments. You will collaborate closely with Distribution Leadership, External Wholesalers, Client Success, Field Marketing, and Business Development to ensure alignment, visibility, and execution at scale. This role reports to the VP, Account Partnerships & Distribution.

Requirements

• 3+ years of experience in sales operations, training & enablement, internal wholesaling, or distribution support within insurance or financial services.
• Proven experience designing and delivering scalable training programs for advisors, agents, or sales teams.
• Strong understanding of carrier distribution models, advisor workflows, and product integration.
• Experience managing high-volume inbound requests (demos, calls, email) with a focus on scalability and efficiency.
• Proficiency in CRM systems (Salesforce preferred) and building dashboards, reporting, and outreach campaigns.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication and presentation skills, with confidence training both small groups and large audiences.
• Highly organized, detail-oriented, and proactive in a fast-paced environment.
• Collaborative mindset with a focus on enabling team-wide success.
• Proficiency in Excel/Google Sheets, PowerPoint/Keynote, and communication tools (Zoom, Slack, etc.).
• Passion for operational excellence, process improvement, and mission-driven work.
• Based in NYC and able to work from our W 22nd street office 3 days per week

Responsibilities

• Serve as a central operational partner to the Distribution organization, ensuring consistency in workflows, communication, and execution across all regions and partners.
• Support execution of national distribution priorities, partner initiatives, and go-to-market strategies.
• Establish and maintain communication rhythms to ensure visibility into activities, priorities, and performance across the team.
• Help drive KPIs, activity standards, and success metrics across Distribution, including outreach, follow-up SLAs, reporting accuracy, advisor engagement, and partner activation.
• Ensure all advisor and partner interactions adhere to regulatory standards and internal guidelines.
• Design and implement a scalable training framework for distribution partners (agents/advisors) across all tiers.
• Lead new partner launch training, including national webinars for newly onboarded carriers and their advisor networks.
• Deliver ongoing training programs, including quarterly updates tailored to Tier 2 and Tier 3 audiences.
• Partner with Distribution Leadership to identify training gaps and continuously evolve content and delivery methods.
• Support high-volume demo demand by building scalable solutions (e.g., centralized demos, self-serve resources, or group sessions).
• Manage and respond to inbound training-related requests, including: 6–10 weekly demo requests via HubSpot, Inbound calls and emails from partner advisors (e.g., carrier-driven support expectations).
• Maintain expert-level knowledge of Empathy’s solutions and their integration with carrier products to effectively educate advisors.
• Maintain high-quality CRM data (Salesforce preferred), ensuring accurate capture of advisor interactions, training activity, and partner engagement.
• Build and manage dashboards, KPI tracking, and reporting to provide visibility into Distribution performance.
• Develop targeted outreach and training cadences using CRM and sales enablement tools.
• Track advisor adoption, engagement, and beneficiary activation trends; translate insights into actionable recommendations.
• Create and manage a centralized demo and advisor support system to handle inbound demand efficiently.
• Develop scalable resources (e.g., recorded demos, training libraries, FAQs) to reduce manual lift on the Distribution team.
• Ensure timely follow-up and high-quality advisor experiences across all inbound channels.
• Coordinate logistics and execution for national webinars, training sessions, CE events, and partner-facing programs.
• Partner with Field Marketing to ensure alignment on materials and messaging (without owning content creation).
• Track attendance, engagement, and outcomes to inform future programming.
• Act as a liaison across Distribution, Client Success, Marketing, and Business Development to ensure seamless partner and advisor experiences.
• Support alignment between partner needs, field feedback, and internal priorities.
• Support budget tracking, training program logistics, and operational processes tied to Distribution initiatives.
• Assist in preparing presentations, training materials, and reporting summaries for leadership and partners.

Benefits

• Stock options in the company
• Premium healthcare
• Comprehensive paid time off
• Flexible parental leave
• Bereavement care includes premium access to the Empathy platform and support for employees and their families.
• Company-sponsored 401(k) plan
• Up to a 4% employer match
• Annual retreats
• Team lunches for our NYC office
• Remote employee stipend

What This Job Offers

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