Director

Department:

Agency Services

Typical Tenure for this Role:

10+ years

Promotion to this role is subject to availability.

Role Overview

Role Description

The Director of Agency Services is a senior leader responsible for the oversight of multiple critical departments, including Agency/Sales Operations, Agency Training, the Service Center, and Agency Experience teams, all aimed at supporting strong Independent Agency partnerships and meeting organizational goals. This role is tasked with driving the growth and profitability of the service center by optimizing workflows and strengthening service delivery. The Director also oversees key programs like Remarketing and Sales Development, leveraging deep industry knowledge to continuously evaluate processes, prioritize initiatives that maximize impact, and empower agency partners for mutual success.

Key Skills & Competencies

The focus for the Director is on executive strategy, business acumen, and cross-functional organizational leadership:

Executive Strategy & Acumen:

Strategic Thinking: Possesses the ability to align department initiatives with organizational goals and anticipate future market needs.
Profitability Drivers: Deep understanding of profitability drivers, service center economics, and agency business models to guide investment decisions.
Market Dynamics: Deep understanding of agency workflows, market dynamics, and industry trends.

Organizational Leadership & Influence:

Team Building: Proven ability to build strong, high-performing teams and support talent development across multiple functional areas.
Change Management: Comfortable guiding teams and partners through organizational change, driving adoption of new processes, tools, and strategies.

Communication & Collaboration:

Communication: Clearly communicates strategy, expectations, and outcomes to leadership, teams, and agency partners.

KPIs

Performance is measured by customer success, financial contribution, operational efficiency, and initiative delivery:

Customer & Service Excellence: Measured by CSAT (Customer Satisfaction) and overall Service Excellence.

Financial Contribution: Tracking Service Center Profitability and Revenue contribution from supported programs.

Operational Health: Ensuring high Accuracy, compliance, and adherence to operational standards.

Efficiency & Projects: Monitoring metrics like Time saved, process cycle time reductions, or error-rate reduction, and the on-time and on-budget delivery of agency-impacting initiatives.