Director Of Customer Operations Jobs in Spring, TX

Benchmark Insurance Group of Texas is a fast-growing MGA and retail insurance brokerage specializing in the real estate, construction, and hospitality industries.

Our close connection to businesses operating within these sectors gives us valuable, firsthand insight into the risks our clients face. We combine that practical experience with strategic coverage analysis, responsive service, strong carrier relationships, and technology-enabled processes.

We are building an organization centered on transparency, innovation, accountability, and lasting relationships. We are looking for an entrepreneurial operations leader who wants to help shape the future of the company—not simply inherit an existing playbook.

As Director of Operations, you will oversee the people, processes, technology, and performance systems that power Benchmark’s daily operations.

You will evaluate how work moves through the organization, eliminate inefficiencies, establish measurable service standards, and create greater accountability across departments. You will work closely with executive leadership and serve as the operational bridge connecting sales, marketing, underwriting, account management, and policy servicing.

The right candidate will be equally comfortable developing strategy, analyzing performance data, coaching team members, and stepping into the details when execution requires it.

• Translate company goals into practical operating plans, priorities, and measurable outcomes.
• Design scalable workflows for account management, underwriting, policy servicing, renewals, endorsements, certificates, claims coordination, and related functions.
• Establish operating procedures, service-level expectations, quality-control standards, and clear ownership across the organization.
• Identify operational constraints and implement solutions that improve speed, accuracy, capacity, and profitability.
• Develop forecasts, capacity plans, and budgets that support the company’s growth objectives.
  

• Define and monitor key performance indicators for service quality, productivity, turnaround time, workload, retention, client satisfaction, and profitability.
• Create dashboards and reporting rhythms that give leadership timely visibility into operational performance.
• Establish clear performance expectations and incentive structures that align individual results with company objectives.
• Use data to identify trends, diagnose problems, and guide operational decisions.
  

• Assess the current organizational structure, team capabilities, and distribution of work.
• Recruit, onboard, coach, and develop high-performing employees.
• Clarify roles, responsibilities, decision rights, and career-development paths.
• Build a culture of ownership, collaboration, continuous improvement, and exceptional client service.
• Lead change thoughtfully while maintaining team engagement and accountability.
  

• Evaluate and improve Benchmark’s agency-management, CRM, ticketing, document-management, reporting, and communication systems.
• Implement automation and insurance technology that reduce manual work and improve consistency.
• Develop a structured ticketing process that enables the service team to receive, prioritize, track, process, and approve requests efficiently.
• Ensure technology investments solve meaningful business problems and achieve measurable adoption and results.
• Partner with internal and external resources to manage system implementations and process changes.
  

• Improve handoffs between sales, marketing, underwriting, account management, and service teams.
• Partner with leadership to develop and execute company-wide strategic initiatives.
• Create consistent communication and escalation practices across departments.
• Help evaluate new insurance programs, carrier relationships, captive opportunities, and other growth initiatives.
• Ensure operational capacity remains aligned with new business development.
  

• Design service processes that provide clients with timely, accurate, and proactive communication.
• Establish standards for responsiveness, issue resolution, renewal preparation, and policy delivery.
• Use client feedback and performance data to improve the service experience.
• Resolve significant operational or client-service issues with professionalism and urgency.
  

• Maintain compliance with applicable insurance regulations, licensing requirements, carrier agreements, and internal standards.
• Strengthen documentation, quality assurance, audit readiness, and internal controls.
• Identify operational risks and develop appropriate mitigation and contingency plans.
• Establish business-continuity procedures for critical operations.
  

• Significant operations leadership experience within an insurance agency, brokerage, MGA, carrier, or closely related organization.
• Strong knowledge of commercial insurance workflows, including submissions, underwriting, binding, policy servicing, endorsements, renewals, certificates, billing, and claims coordination.
• Demonstrated success improving processes and building scalable operating systems.
• Experience leading teams, managing organizational change, and holding people accountable to measurable expectations.
• Strong analytical, financial, and problem-solving abilities.
• Experience using agency-management systems, CRM platforms, ticketing tools, reporting solutions, or workflow automation.
• Excellent written and verbal communication skills.
• Ability to balance strategic leadership with hands-on execution.
• High standards of integrity, discretion, accountability, and client service.

• Experience working within both MGA and retail brokerage environments.
• Knowledge of real estate, construction, or hospitality insurance.
• Experience developing specialized insurance programs.
• Familiarity with captive insurance structures and alternative-risk markets.
• Experience implementing new technology or leading a significant operational transformation.
• Relevant insurance designations, licenses, or advanced business qualifications.