Manager Of Program Operations Jobs in North Liberty, IA

Insurance Agency Operations Manager

Location: Cedar Rapids, IA | Primarily In-Office with Hybrid Flexibility
Type: Full-Time, Exempt
Salary: $90,000-$110,000, based on experience

A well-established and respected independent insurance agency is seeking an experienced Insurance Agency Operations Manager to lead day-to-day operations, strengthen the service team, and improve the workflows, technology, and accountability that support an exceptional client experience.

This is an ideal opportunity for an insurance professional who has grown through agency operations, account management, or client service and is ready to lead at a broader level. The strongest candidate will understand what it takes to serve clients, support producers, work effectively with carriers, and help an agency increase capacity and profitability-without losing the personal service its clients value.

This is a hands-on operational leadership position for someone who enjoys developing people, creating structure, solving problems, and helping the entire agency perform at a higher level.

What You'll Lead

• Agency operations and workflows: Oversee daily agency operations, balance workloads, remove bottlenecks, and establish efficient, consistent service practices.
• Team leadership and development: Hire, onboard, coach, and develop Account Managers, CSRs, processors, and administrative team members; set expectations and address performance needs.
• Capacity and profitability: Evaluate productivity, staffing, expenses, and service delivery to help the agency expand capacity and support profitable growth.
• Procedures and compliance: Develop, document, audit, and improve procedures while supporting regulatory requirements, carrier guidelines, licensing, E&O, and cyber-liability practices.
• Technology and systems: Provide oversight of agency management systems and related technology, lead improvements and implementations, and ensure employees are trained to use tools effectively. Applied Epic experience is strongly preferred.
• Client experience and retention: Maintain high service standards, resolve escalated issues, monitor service performance, and build practices that strengthen client engagement and retention.
• Carrier relationships: Maintain productive relationships with insurance carriers and vendors and support appointments, audits, and joint operational initiatives.
• Producer support and accountability: Partner with agency leadership and producers to monitor goals, strengthen handoffs between sales and service, and help recruit and onboard talent as the agency grows.
• Training and insurance education: Create ongoing training and education programs that keep employees current on agency procedures, systems, coverage, carrier products, and industry changes.
• Business and accounting oversight: Partner with leadership and accounting on budgeting, operational reporting, expenses, and agency initiatives.
• Human resources oversight: Support staffing, scheduling, performance management, employee development, and a positive, accountable workplace culture.

What We're Looking For

• At least five years of experience within an insurance agency or closely related insurance environment.
• A strong foundation in agency operations, commercial or personal lines account management, client service, or back-office leadership.
• Previous experience leading, coaching, or developing service and administrative employees.
• Working knowledge of insurance agency workflows, carrier relationships, compliance requirements, and client-retention practices.
• Experience improving procedures, capacity, productivity, or technology adoption within an agency.
• Experience with an agency management system; Applied Epic is strongly preferred.
• An active Property & Casualty license is preferred, or the ability to obtain one.
• Strong communication, judgment, organization, and problem-solving skills, with the ability to balance strategic priorities and hands-on execution.
• Bachelor's degree preferred; equivalent insurance-industry and leadership experience will be considered.

How Success Will Be Measured

• A capable, accountable, and engaged service and administrative team.
• More consistent workflows, clearer procedures, and increased agency capacity.
• Strong client retention and an exceptional service experience.
• Effective use of technology, reporting, and agency resources.
• Sound compliance practices and productive carrier relationships.
• Operational improvements that support sustainable, profitable growth.

Why Consider This Opportunity?

You will have the opportunity to influence how the agency operates, develop a strong team, and implement meaningful improvements-not simply maintain existing processes. This role offers visibility, ownership, and the ability to make a measurable impact on employees, clients, and the future growth of the business.

A Confidential Process

We understand that experienced insurance professionals are often well connected within the local market. All applications and conversations will be handled discreetly. Additional information about the agency will be shared with candidates selected for an initial confidential conversation.

KSI's Talent Acquisition Team is assisting with the initial review and screening of candidates. This is a direct-hire position with the hiring company.

Interested in learning more? Apply through Indeed to begin a confidential conversation.