Sales Operation Process Manager

About Us:

InsureOne, a part of Confie—one of the largest privately owned insurance brokerages in the United States—has been serving clients for over 30 years, with a growing network of locations across the country.

Our team consists of local, knowledgeable insurance professionals who take pride in delivering exceptional service, competitive rates, and personalized coverage options. We are committed to building lasting relationships with our clients, providing a white-glove experience that prioritizes their individual needs.

Join the winning team at InsureOne, part of Confie, which has been ranked as #1 in Insurance Journal's annual Top 50 Personal Lines Agency for the tenth consecutive year in 2025.

What We Offer:

• Competitive pay with performance-based bonus opportunities
• Ongoing training and mentorship to support personal and professional growth
• Growth-oriented culture with internal promotion opportunities
• Comprehensive benefits package including medical, dental, vision, and life insurance
• 401(k) plan with competitive employer match to help you plan for the future
• Paid time off including holidays, vacation, and personal time
• Annual incentive trip for top performers
• Fitness perks with a corporate discount at 24-Hour Fitness to support a healthy lifestyle
• Employee Assistance Program offering confidential support for personal or professional challenges at no cost
• Extra perks including access to disability, hospital indemnity, critical illness, accident, and universal life insurance plans, as well as pet insurance

Pay Details: The pay range for the Sales Operations Process Manager is $60k- $75k / year (DOE)

Location: Hybrid in CT, NY, or TX- Preferably within driving distance of our National Sales and Service Centers

What You Will Do:

• Partner with Sales Leadership, IT, BI&A, Training, and Carrier Management teams to identify, prioritize, and implement improvements that enhance both customer and employee experience.
• Own and maintain documentation for all InsureOne sales and service processes, including lead intake, phone routing, and workflow management. Develop, update, and communicate standard operating procedures (SOPs).
• Lead and manage key initiatives related to sales process improvement, training effectiveness, customer experience, and customer retention, exercising independent judgment and decision-making.
• Support the design, implementation, and continuous improvement of sales and sales management tools that strengthen customer engagement, retention, and brand loyalty.
• Travel to retail and support locations throughout the United States and Mexico to conduct operational audits, evaluate process adherence, identify process breakdowns and improvement opportunities, and provide recommendations that enhance efficiency, compliance, customer experience, and business performance.
• Analyze findings from site visits and operational reviews, partnering with leadership and cross-functional teams to develop and implement corrective actions and process improvements.
• Maintain strong relationships with Business Process Outsourcing (BPO) partners, serving as a key operational liaison to ensure alignment with organizational objectives, service expectations, and performance standards.
• Monitor and evaluate BPO process adherence, quality, and operational effectiveness through regular reviews, audits, and performance assessments. Identify gaps, implement corrective actions, and collaborate with BPO leadership to drive continuous improvement and consistent execution of established processes.

Qualifications:

• High school diploma or equivalent; college degree preferred
• 2 or more years of Project Management experience
• 3 or more years of Insurance industry experience
• 2 or more years of retail sales and servicing
• Strong computer skills including MS Office, Word, Excel, PowerPoint, MS Teams, CRM, AMS360, Bolt (or other similar rater)

• Excellent attention to detail and organizational skills

• Excellent communication, problem‑solving, and negotiating skills
• Travel up to 25%

Preferred Attributes:

• Master's Degree
• Bilingual (Spanish/English)

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.