Complex Operations Manager Jobs in Portage, MI (NOW HIRING)

Hastings Insurance is seeking a Sales Operations Manager to help strengthen and modernize the operational foundation of our Property & Casualty sales organization. This highly visible role leads the reporting, analytics, systems, processes, and operational strategies that support our distribution network and future growth initiatives.

Partnering closely with Sales Leadership, Finance, IT, and other business leaders, you'll identify opportunities to improve efficiency, enhance decision-making, strengthen data capabilities, and support innovation across the sales organization. You'll play a key role in shaping how Hastings leverages data, technology, and operational best practices to support agency relationships, business growth, and long-term success.

This role is ideal for a leader who enjoys solving complex operational challenges, improving business processes, leveraging technology, and turning data into actionable insights that drive results. 

• This is a full-time position working Monday through Friday, 8:00 a.m. to 4:30 p.m.
• The role may be performed onsite at our Hastings, Michigan headquarters or in a hybrid arrangement. We may also consider remote candidates who reside in one of our operating states: Michigan, Ohio, Indiana, Illinois, or Wisconsin.
• Candidates working remotely should expect periodic travel to Hastings throughout the year for meetings, collaboration, and business needs.

• Partner with Sales Leadership to identify opportunities to improve systems, reporting, operational processes, and overall sales effectiveness.
• Lead the development and delivery of executive-level dashboards, analytics, and performance reporting that support strategic decision-making.
• Serve as the primary business owner for CRM platform optimization, workflow improvements, automation initiatives, and user adoption.
• Shape future data and analytics capabilities that support growth, forecasting, operational efficiency, and informed decision-making.
• Lead sales performance reporting, including weekly, monthly, quarterly, and annual production summaries, with insights into trends, pipeline activity, retention, hit ratios, and profitability.
• Ensure consistency in metric definitions and maintain strong data integrity across sales reporting tools and systems.
• Monitor and analyze the sales department budget, including variance tracking, forecasting, and business performance analysis in partnership with Finance.
• Provide leadership with actionable recommendations based on internal data, operational insights, and market intelligence.
• Lead agency data management efforts, including data oversight, cleansing, normalization, and long-term data strategy development.
• Prepare sales and agency data to support future analytics, automation, and predictive modeling initiatives.
• Supervise and develop a small team supporting sales operations activities and administrative functions.
• Oversee operational workflows related to agency data updates, documentation, and contract processing.
• Promote a culture of accuracy, efficiency, accountability, and continuous improvement.
• Draft, manage, and maintain agency contracts, licensing records, appointments, compensation structures, and related agreements.
• Serve as the primary contact for contract-related inquiries and ensure compliance with corporate and regulatory requirements.
• Maintain accurate and complete documentation of agency relationships and contractual obligations.
• Conduct market research related to commissions, incentives, agency support models, and competitive positioning.
• Monitor market trends affecting agency relationships, distribution strategies, retention, and sales performance.
• Plan and coordinate sales events, agency meetings, advisory councils, and related communications.
• Collaborate with Training, IT, Data, Finance, and Sales Leadership teams to align systems, reporting, and operational initiatives.
• Support training and change management efforts related to systems, reporting tools, and operational processes.
• Participate in continuous improvement initiatives that strengthen sales operations and organizational effectiveness.

• Lead and develop a small team supporting sales operations and administration.
• Play a central role in shaping future analytics, reporting, and operational capabilities.
• Partner directly with Sales Leadership and other senior stakeholders on strategic initiatives.
• Influence agency strategy, compensation models, operational efficiency, and business performance.
• Blend analytical, operational, technology, and leadership responsibilities in a highly visible role.
• Help modernize the systems, processes, and tools that support Hastings' sales organization.

• Bachelor's degree in Business, Marketing, Finance, Data Analytics, or a related field.
• Five or more years of experience in Property & Casualty insurance, sales operations, distribution operations, business operations, or a related field.
• Experience leading or supervising operational, analytical, or administrative teams.
• Experience managing CRM platforms such as Salesforce, Microsoft Dynamics, or similar systems.
• Strong analytical skills with experience developing reports, dashboards, scorecards, and performance metrics.
• Experience supporting business process improvement, operational efficiency initiatives, or systems optimization efforts.
• Experience managing agency contracts, compensation structures, licensing processes, or agency relationships preferred.
• Advanced Excel skills and experience with Power BI, Tableau, or similar business intelligence tools preferred.
• Strong understanding of insurance distribution models, agency management, and sales performance metrics.
• Ability to translate complex data into actionable business insights and recommendations.
• Excellent communication skills with the ability to influence and collaborate across multiple functions and leadership levels.
• Strong organization, project management, and problem-solving skills.
• Adaptability, curiosity, and a continuous improvement mindset.

For more than 135 years, Hastings Insurance has helped individuals, families, and businesses protect what matters most. As a trusted partner to independent agents and policyholders, we've earned a reputation for financial strength, exceptional service, and long-term stability, including an A (Excellent) financial strength rating from A.M. Best.

While we're proud of our history, we're equally focused on the future. We're investing in technology, strengthening partnerships with independent agents, and continuously evolving our products and services to meet the changing needs of our customers.

Just as importantly, we're investing in our people. Employees enjoy a collaborative, down-to-earth culture where initiative is valued, growth is encouraged, and good work is recognized. We offer competitive pay and benefits, including a 401(k) with company matching contributions, generous paid time off, tuition and professional development assistance, and company performance-based incentive compensation opportunities.

At Hastings Insurance, we believe our people are our greatest strength. We foster a workplace where employees are treated with respect, supported in their growth, and empowered to contribute. We know that diverse perspectives lead to stronger collaboration, better decisions, and better outcomes for our customers and communities.

We are proud to be an equal opportunity employer. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any legally protected characteristic.

If you require a reasonable accommodation during the application or interview process, please contact our Talent Acquisition team at 800-442-8277.