Senior Director, Systems Operations - Enterprise Platforms

Acrisure • Grand Rapids, MI

16d

About The Position

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Job Summary: The Senior Director, Digital & Systems Operations is a critical enterprise operations leader responsible for ensuring stability, performance, and ongoing optimization of Acrisure’s core servicing platforms and workflows across all lines of business, including North America Retail, Specialty, International, Title, and Digital. This role leads the operational execution and support of agency management systems, workflow platforms, and client-facing tools that enable consistent, high-quality service delivery across multiple geographies and market segments. The ideal candidate blends operational rigor with a strong understanding of insurance servicing, workflow digitization, and offshore/nearshore delivery strategies.

Requirements

• Experience supporting operations across different insurance sectors (e.g., P&C, Title, Specialty) or across international regulatory environments.
• Familiarity with platform integrations, client portal development, and workflow automation tools.
• Understanding of support requirements for digital-first business models and multi-product servicing environments.
• Exposure to technology transformation, M&A integration, or shared services scaling initiatives.
• Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Responsibilities

• Enterprise Operations & Platform Leadership Lead daily operations and support for core platforms across all business units ensuring reliability, scalability, and business alignment.
• Manage SLAs, incident resolution, and change management across a diverse set of business units and international regions.
• Establish enterprise-wide support models and escalation protocols to ensure efficient service delivery across functions.
• Digital Workflow Optimization & Automation Identify opportunities to streamline servicing workflows through digital tools, automation, and integration across insurance, title, and specialty platforms.
• Contribute to the design and operational readiness of self-service portals and digitally native workflows that support Acrisure’s multi-product strategy.
• Support AI- and automation-driven transformation efforts to reduce manual work and enhance client outcomes.
• Cross-BU & Global Operational Support Collaborate with operational and technology leads across Retail, Specialty, Title, International, and Digital business lines to align support with regional and functional needs.
• Drive workflow standardization and knowledge sharing across regions, while supporting localization where required by regulation or business structure.
• Facilitate coordination across field operations, IT, and business leadership to ensure seamless service experience regardless of geography or business unit.
• Vendor & Offshore Relationship Management Manage relationships with offshore vendors and global support teams, ensuring clear work allocation, KPI tracking, and operational effectiveness.
• Develop and execute strategies that leverage outsourcing, offshoring, and hybrid delivery models to improve cost and service performance.
• Evaluate vendor performance and identify improvement opportunities or transitions where needed.
• Data & Performance Management Monitor and report on KPIs across system uptime, workflow completion rates, offshore productivity, and service efficiency.
• Use performance analytics to drive improvement plans across platforms, regions, and delivery channels.
• Ensure compliance with data handling standards and operational controls in support of internal and external audit needs.

Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees