Service Operations Manager

Berkshire Hathaway GUARD Insurance Companies•Wilkes-Barre, PA

1d•$80,000 - $120,000•Hybrid

About The Position

Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is a place where people build meaningful, long‑term careers. This role is responsible for leading and optimizing service delivery operations to ensure the consistent achievement of customer service, quality, productivity, and operational performance objectives. This role oversees multiple teams and supervisors, drives strategic process improvements, manages workforce capacity, and ensures service level commitments are met across internal and external customer channels. The Service Operations Manager serves as a key leader within the organization, partnering cross-functionally with Underwriting, Product, Claims, Quality Assurance, Training, Technology, and other business units to enhance operational effectiveness, improve customer experiences, and support organizational growth.

Requirements

Bachelor’s degree in business, Management, Operations, Insurance, or a related field preferred.
Equivalent combination of education and relevant experience may be considered
5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations.
Minimum 3 years of people leadership experience managing supervisors and/or large operational teams.
Experience leading operational transformation and process improvement initiatives.
Experience managing service level agreements, workforce planning, and operational performance metrics.
Strong leadership and people management capabilities.
Advanced analytical and problem-solving skills.
Proven ability to utilize data to drive operational decisions.
Excellent verbal, written, and presentation communication skills.
Strong organizational and project management abilities.
Ability to lead change in a fast-paced environment.
Customer-focused mindset with strong relationship management skills.
Proficiency with operational reporting tools, dashboards, and workforce management processes.

Nice To Haves

Knowledge of insurance operations, underwriting support functions, and commercial insurance products preferred.

Responsibilities

Lead and develop supervisors and service teams, fostering a culture of accountability, collaboration, and continuous improvement.
Oversee day-to-day operations to ensure customer service, quality, productivity, and service level goals are achieved.
Monitor performance metrics, workforce capacity, and operational trends to drive results and support business decisions.
Manage staffing, scheduling, and resource planning to meet customer demand and operational objectives.
Analyze performance data and identify opportunities to improve efficiency, service quality, and customer satisfaction.
Partner with cross-functional teams including Underwriting, Claims, Product, Technology, Quality Assurance, and Training to enhance processes and support business growth.
Lead operational improvement initiatives, including workflow optimization, automation opportunities, and implementation of new processes and systems.
Manage escalated customer and operational issues, ensuring timely resolution and continuous improvement.
Ensure compliance with company policies, regulatory requirements, and quality standards.
Present operational insights, performance results, and recommendations to senior leadership.