Operations Manager

AWL•Austin, TX

About The Position

As our Operations Manager at the AWL Insurance Agency, you will be responsible for ensuring all end-to-end operational development and optimization needs of the agency are met. This role encompasses the design and implementation of sales and service processes, the integration of AI technologies across the organization, the development of training content and plans, collaboration with business and technology teams on agency system enhancements, hands-on analysis of key business metrics and trends, maintenance of KPI dashboards, management of sales scripts and workflows, and the creation of comprehensive sales support process workflows and requirements. General Responsibilities: Enhance sales and customer service efficiency and effectiveness by identifying, defining, and implementing improvements to processes, workflows, and communication scripts. Facilitate improvements to the AWLIA quoting, CRM, and telephony platforms by fostering collaboration between Sales Leadership and Technology teams. Identify and deploy AI-driven solutions, automation strategies, and process enhancements to optimize sales productivity and improve customer retention. Utilize personal analysis and AI-driven insights to provide leadership with a clear understanding of business drivers and to enhance performance, productivity, profitability, and quality. Maintain and monitor team performance metrics and KPI Dashboards and Reports Collaborate with internal teams to achieve targeted lead and call volume and performance Collaborate with Carrier partners on agency best practices for sales and retention Collaborate with Agency and AWL leadership to meet strategic goals and execution targets Reports to Director of Operations. AWL (All Web Leads, Inc.) is one of the most successful customer acquisition marketing companies in the US. Simply put, we help our customers acquire customers. Today, we do this for the US insurance industry. Our amazing team of over 500 talented and successful professionals uses Internet marketing to turn consumer interest in insurance products into policy sales for the world’s largest insurance carriers and more than 30,000 of their agents. We are Austin-born and our growth from a 2-person startup in 2005 to a highly profitable business has been remarkable. We are a tight-knit team with a fast paced, energetic, and entrepreneurial company culture that has been ranked a Best Places to Work in Austin for 2017, 2018 and 2019. We provide competitive pay, outstanding benefits, and a fabulous, fun, collaborative environment that allows our people to be their best.

Requirements

Demonstrated track record of leading an operations function
Proven track record of achieving objectives and collaborating with others
Excellent listening and comprehension skills
Strong attention to detail
Hands-on experience with AI-enabled tools, automation, or advanced sales technologies
Experience automating manual processes using AI technology
Experience developing, deploying, and/or managing agentic AI assistant applications
Hands-on experience utilizing advanced AI tools (for example: Microsoft Copilot, ChatGPT, Claude, etc) for content creation, data analysis, and process automation.
Excellent computer skills, organization, and data management to support team productivity
Proven data analysis skills with the ability to act on insights
Must live in the Austin, TX area or be able to travel once per quarter to Austin, TX for team meetings and quarterly reviews.
Must be able to travel on occasion for partner meetings and conferences (various locations in the continental US).
Strong desire to win in the marketplace and achieve excellent results against challenging goals

Responsibilities

Enhance sales and customer service efficiency and effectiveness by identifying, defining, and implementing improvements to processes, workflows, and communication scripts.
Facilitate improvements to the AWLIA quoting, CRM, and telephony platforms by fostering collaboration between Sales Leadership and Technology teams.
Identify and deploy AI-driven solutions, automation strategies, and process enhancements to optimize sales productivity and improve customer retention.
Utilize personal analysis and AI-driven insights to provide leadership with a clear understanding of business drivers and to enhance performance, productivity, profitability, and quality.
Maintain and monitor team performance metrics and KPI Dashboards and Reports
Collaborate with internal teams to achieve targeted lead and call volume and performance
Collaborate with Carrier partners on agency best practices for sales and retention
Collaborate with Agency and AWL leadership to meet strategic goals and execution targets