Insurance Operations Manager

Monoline is redefining the standalone personal umbrella insurance market with cutting-edge technology, disciplined underwriting, and an unwavering focus on long-term profitability. As an insurtech innovator, we leverage AI-powered systems and intelligent automation to transform how personal umbrella insurance is underwritten, serviced, and distributed. Founded by experienced entrepreneurs, Monoline is built on curiosity, innovation, and truly customer-centric solutions. We believe in challenging the status quo, designing intuitive and straightforward products, and building strong, long-term relationships with our agency partners. Our philosophy is rooted in empathy, attention to detail, and gratitude. Our Core Values • People First: We build meaningful relationships and treat our team, partners, and customers with respect and care. • Positive Presence: We bring energy and optimism to every challenge and foster a supportive, motivated team culture. • Batteries Included: We take initiative, think independently, and execute at a high level without waiting for direction. • Always Curious: We seek knowledge, challenge assumptions, and continuously refine our approach. About The Role We are seeking an execution-focused Insurance Operations Manager to manage and optimize two mission-critical pillars at Monoline: • SimpleSwitch Program: Our bulk policy transfer program that enables agencies to efficiently migrate their personal umbrella books from prior carriers to Monoline. • Agency Support Operations: The front-line team serving our agency partners across email, chat, and phone. Reporting directly to the CTO/COO, you will bridge the gap between high-level strategy and daily execution. You will ensure our operations scale seamlessly with our growth, managing a high-performance team while acting as a key advocate for the Agency Experience. Key Responsibilities SimpleSwitch Program Management • Lifecycle Execution: Oversee the end-to-end SimpleSwitch process, managing the workflow for onboarding, data intake, mapping, and policy issuance. • Process Optimization: Refine the onboarding framework to support increasing volumes, ensuring data requirements and discovery processes are frictionless for our partners. • Partner Communication: Manage high-level communication cadences with agency leadership, including kickoffs, status updates, and post-transfer reviews. • Cross-Functional Collaboration: Identify operational bottlenecks and work with Product, Engineering, and Underwriting to implement systemic solutions. • KPI Management: Track and report on operational metrics to improve cycle times, data accuracy, and agency satisfaction. Agency Support Operations • Team Leadership: Lead and mentor a remote-first team of support specialists (starting with 4-5 direct reports), fostering a "Batteries Included" culture. • Workflow Automation: Implement and manage AI-assisted workflows and intelligent automation to keep the support organization lean and responsive. • Tooling & Documentation: Maintain and improve support tooling (Intercom/Zendesk) and oversee the creation of scalable internal knowledge bases and external help documentation. • Resource Planning: Manage hiring and onboarding for global contractors and employees to ensure consistent coverage and service quality. • Macro Trends: Monitor support data to identify product gaps, training needs, and opportunities for continuous improvement. Qualifications And Experience • 7+ years of experience in insurance operations, project management, or a related field, with at least 3+ years in a people management role. • Insurtech Fluency: Comfortable working in a fast-paced environment where AI and automation are core to the workflow. • Remote Leadership: Proven ability to lead, scale, and keep a globally distributed team engaged and productive. • Operational Mindset: Strong ability to balance high-quality service with operational efficiency and cost-effectiveness. • Technical Literacy: Experience managing multi-channel support platforms like Intercom (preferred), Zendesk, or Salesforce Service Cloud. • Licensing: A Personal Lines Insurance License is a significant plus. • Communication: Exceptional written and verbal communication skills, capable of managing relationships with both technical teams and agency principals. Benefits • Medical, dental, and vision insurance • 401(k) plan with employer match • Equity compensation through stock options • Unlimited paid time off (PTO) • Paid parental leave • 100% remote work environment Equal Opportunity Employer Monoline is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to fostering an inclusive, diverse, and supportive workplace where all team members can thrive. Apply tot his job