Skip to content
Important Notice Regarding Fraudulent USI Job Postings and Candidate Outreach Communications | Read More

Job Details

Locations
GA - Atlanta, TX - Dallas
Job ID
31694

Description and Requirements

Position Title: Operations Manager 
Department: Wholesale / MGA Operations
Reports to: Wholesale and MGA Executive Leader
Job Code: EAR115
Last Updated: February 2026
_____________________________________________________________________________________
General Description: Responsible for managing the operational activities of the Centralized Support Services (CSS) team. Achieve profitability and ensure consistent standards of service are met.

Responsibilities: 
• Lead day‑to‑day support operations, ensuring consistent delivery of service levels, quality, accuracy, and turnaround time.
• Manage and develop a high‑performing team through hiring, onboarding, coaching, performance management, and succession planning.
• Establish and monitor productivity standards, workload distribution, and capacity planning to effectively manage volume and backlog.
• Own service level agreements (SLAs) and key performance indicators (KPIs); analyze results and drive corrective actions as needed.
• Conduct quality audits and reviews to ensure compliance with procedures, best practices, and regulatory requirements.
• Serve as an escalation point and subject matter expert for complex service, operational, and client‑impacting issues.
• Produce and review monthly operational reporting, including performance metrics, quality results, open items, and trends.
• Lead operational onboarding for new services, initiatives, and process changes, ensuring team readiness and execution.
• Partner with Wholesale, MGA, and cross‑functional leaders to align service delivery with business, profit, and growth objectives.
• Foster a service‑oriented, accountable team culture and effective interdepartmental communication.
• Participate as a member of the operations leadership team, contributing to continuous improvement and strategic initiatives.

Knowledge, Skills, and Abilities:
• 5+ years of related experience or equivalent combination of education and experience.
• College degree preferred.
• For direct client service/underwriting, Property & Casualty and/or appropriate business licensure is required. 
• Experience in Wholesale and MGA preferred.  
• Proficient knowledge of accounting/financial cost controls and budgets. 
• Proven customer service and customer relations skills.
• Proficiency with Microsoft Office suite.  
• Proven analytical, organizational, interpersonal, and communication skills.
• System familiarity with AIM and ImageRight preferred.  

#LI-AG3


USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.