{"id":2758229,"url":"https://alion.io/job/guard-service-operations-manager","title":"Service Operations Manager","company":{"id":1999353,"name":"Guard","domain":"guard.com","url":"https://alion.io/company/guard-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wilkes-Barre, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-17T02:14:04Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-17T22:28:49Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nGood Things Start Here. 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.\nGood Things You Can Count On.\nHybrid schedule: 2 days remote / 3 in-office\nCompetitive pay + generous PTO\nMedical, dental & vision starting day one\n401(k), tuition reimbursement & longevity bonuses\nResponsibilities\nWe're looking for a Service Operations Manager who will be 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.\nThe 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.\nWhat you'll do:\n1. Operational Leadership\nLead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery.\nEstablish and maintain operational processes that support organizational objectives and service level commitments.\nMonitor workflow volumes, staffing levels, productivity, and service performance across teams.\nEnsure operational consistency through adherence to policies, procedures, regulatory requirements, and quality standards.\nIdentify operational risks and implement corrective actions to minimize service disruptions.\n2. Data-Driven Decision Making\nAnalyze operational metrics, performance trends, and workforce data to drive business decisions.\nDevelop and maintain key performance indicators (KPIs), dashboards, and management reporting.\nMonitor SLA performance and implement action plans to address gaps.\nIdentify emerging trends, operational challenges, and opportunities for improvement.\nPresent operational insights and recommendations to senior leadership.\n3. Customer Experience Excellence\nChampion a customer-first culture across all service operations teams.\nEnsure internal and external customer inquiries are resolved accurately and timely.\nPartner with business leaders to improve customer journeys and service delivery processes.\nManage escalated customer and operational issues, ensuring timely resolution and root cause analysis.\nContinuously evaluate service strategies to improve customer satisfaction and retention.\n4. People Leadership and Talent Development\nProvide leadership, coaching, and development to supervisors and team members.\nBuild a high-performance culture focused on accountability, collaboration, and continuous improvement.\nEstablish performance expectations and ensure alignment with organizational goals.\nConduct performance reviews and facilitate ongoing coaching conversations.\nIdentify talent development opportunities and succession planning strategies.\nPartner with Human Resources on employee relations matters, performance improvement plans, and talent management initiatives.\n5. Workforce Planning and Resource Management\nDevelop staffing plans and resource allocation strategies to support service demand.\nMonitor workforce capacity and proactively address staffing gaps.\nPartner with Training teams to ensure onboarding, cross-training, and ongoing development programs support operational needs.\nOptimize scheduling and workload distribution to maximize efficiency and service effectiveness.\n6. Continuous Improvement and Transformation\nLead operational improvement initiatives that increase efficiency, quality, and customer satisfaction.\nUtilize process improvement methodologies to eliminate waste and improve workflow performance.\nPartner with Technology and Business Process teams to identify automation opportunities.\nSupport implementation of new systems, products, processes, and organizational initiatives.\nMeasure and report results of improvement initiatives and transformation efforts.\n7. Cross-Functional Collaboration\nCollaborate with Product, Underwriting, Claims, Technology, Quality Assurance, and Training teams to align operational priorities.\nParticipate in enterprise initiatives supporting strategic growth and customer service objectives.\nEnsure procedures, workflows, and operational documentation remain current and effective.\nServe as an operational subject matter expert for service delivery functions.\nQualifications\nEducation\nBachelor’s degree in business, Management, Operations, Insurance, or a related field preferred.\nEquivalent combination of education and relevant experience may be considered\nExperience\n5+ years of progressive leadership experience in service operations, customer service, insurance operations, or related business operations.\nMinimum 3 years of people leadership experience managing supervisors and/or large operational teams.\nExperience leading operational transformation and process improvement initiatives.\nExperience managing service level agreements, workforce planning, and operational performance metrics.\nKnowledge, Skills, and Abilities\nStrong leadership and people management capabilities.\nAdvanced analytical and problem-solving skills.\nProven ability to utilize data to drive operational decisions.\nExcellent verbal, written, and presentation communication skills.\nStrong organizational and project management abilities.\nAbility to lead change in a fast-paced environment.\nCustomer-focused mindset with strong relationship management skills.\nProficiency with operational reporting tools, dashboards, and workforce management processes.\nKnowledge of insurance operations, underwriting support functions, and commercial insurance products preferred.\nSalary Range:\n$80,000-$120,000\nIn addition to base salary, this role will be eligible for a short-term incentive plan (performance-based bonus), subject to individual and company performance.\nThe annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training.\nThe successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.\nInterview Integrity Notice: Berkshire Hathaway GUARD is committed to a fair and consistent hiring process. Candidates are expected to participate independently in interviews. 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