Director, Operations & Support

SMS is part of the Alliant family of companies. SMS is a full-service insurance marketing organization (IMO) dedicated to helping independent insurance agents leverage time, make more money, and put their business in a position of distinction. With products and agents in all 50 states, SMS offers the industry's most complete IMO experience. We support every facet of an agent's business, from our comprehensive senior product portfolio to our technology, services, and marketing programs.

SUMMARY

Responsible for leading shared services and operational support functions within an insurance environment to deliver efficient, scalable, and compliant operations. Accountable for aligning cross-functional priorities, optimizing resources, and building capabilities that support growth, regulatory adherence, and strong financial performance. Ensures operational excellence through disciplined execution, measurable outcomes, and continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides enterprise oversight of shared operations and support functions (product, carrier and agency contracting, marketing enablement, agent support, commissions, compliance, and core operations), ensuring alignment, scalability, and regulatory adherence.

Integrates multiple businesses' operations and support functions. Continues to serve the businesses with their required level of service, while driving operational scale through standardized processes, controls, and systems that enable growth with disciplined cost management.

Orchestrates cross-functional alignment across distribution, service, compliance, and operations to ensure integrated execution and a consistent customer experience.

Optimizes cost structure through workflow efficiency, vendor management, and resource allocation while preserving service quality.

Owns service performance, establishing governance and accountability to consistently meet or exceed defined service levels.

Elevates productivity through performance standards, operational rigor, and targeted process and automation improvements.

Champions adoption of systems and processes, partnering across business and technology to ensure effective implementation and sustained utilization.

Develops a perspective on leading tools (tech, AI, data, etc.) to improve productivity and service levels.

Builds enterprise capabilities across talent, process, and infrastructure to support long-term operational excellence.

Evaluates and prioritizes investments to ensure strong ROI and alignment with strategic and financial objectives.

Defines and governs operational metrics, leveraging insights to drive performance improvement and informed decision-making.

Ensures full compliance with applicable insurance regulations, CMS requirements, and internal policies.

Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).

Performs other duties as assigned.

QUALIFICATIONS
EDUCATION / EXPERIENCE

Bachelor's Degree in Business, Healthcare Administration, or a related fieldFifteen (15) or more years in insurance operations, shared services, or support functions

Eight (8) or more years of leadership experience with enterprise or cross-functional scope

Demonstrated success scaling operations and delivering measurable financial and operational outcomes

Experience operating within regulated environments (e.g., ACA, Medicare)

SKILLS

Operations leadership in insurance or similarly regulated environments, with accountability for multi-functional performance.

Strategic orientation with the ability to translate business objectives into scalable operating models.

Knowledge of change leadership, including enterprise system implementations and process transformation.

Ability to engage effectively with a remote-first team composed of multiple businesses and cultures.

Skilled integrator, builder and innovator

Executive prioritization and decision-making in complex, fast-paced environments.

Systems acumen across policy administration, CRM, and workflow platforms.

Data-driven mindset, using metrics and analytics to inform decisions and drive outcomes.

Deep understanding of insurance operations, compliance frameworks, and customer lifecycle.

Executive communication and stakeholder influence across all levels of the organization.

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We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

For immediate consideration for this position, please click on the "Apply" button.

Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.

Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to Careers@Alliant.com

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits