About the Role:
The Agency Operations Manager is responsible for building and leading a high-performing Commercial Lines operation by developing people, optimizing processes, and driving operational excellence.
This role combines leadership, operations, strategy, and execution. You’ll coach managers, develop employees, improve workflows, oversee client service standards, and use data to drive operational excellence.
Success in this role means developing an engaged, accountable team, building efficient and scalable systems, and ensuring an exceptional experience for both clients and employees.
You’ll work closely with the CEO and partner with HR, IT, and Finance to help shape the future of the agency while leading the day-to-day execution of the Commercial Lines operation. This is an opportunity for a leader who enjoys building teams, improving systems, and making a lasting impact on a growing organization.
What You’ll Own:
• Lead, coach, and develop the Commercial Lines leadership team and Account Executives, creating a culture of accountability, collaboration, and professional growth.
• Oversee team performance, training, capacity, and resource planning while partnering with HR on hiring, development, and performance management.
• Lead Commercial Lines operations and continuous improvement, ensuring workflows, procedures, and service standards are efficient, scalable, and consistently followed.
• Oversee book-of-business assignments and workload distribution, balancing capacity, account complexity, team strengths, and agency growth.
• Use data, technology, automation, and AI to identify opportunities to improve productivity, profitability, service quality, and the employee experience.
• Ensure an exceptional client experience, serving as an escalation point and participating in strategic client relationships and meetings as needed.
• Strengthen collaboration between Producers, the Commercial Lines service team, and carrier partners.
• Partner with the CEO to execute strategic initiatives and translate agency goals into strong day-to-day execution.
What Success Looks Like:
• A high-performing, engaged, and accountable Commercial Lines team with strong managers and clear opportunities for growth.
• Efficient, scalable workflows and consistently followed service standards across the department.
• Strong capacity management, operational performance, and continuous improvement driven by meaningful data.
• Exceptional client service with fewer operational bottlenecks and stronger execution.
• Increasing ownership and autonomy as trust is built with agency leadership.
What We're Looking For:
• Proven experience leading, coaching, and developing teams, with the ability to create accountability and drive performance.
• Strong operational mindset and a track record of improving processes, workflows, and organizational efficiency.
• Excellent communication, relationship-building, analytical, and problem-solving skills.
• Highly organized and execution-focused, with the ability to prioritize multiple initiatives in a fast-paced environment.
• Comfort with business technology and a strong interest in innovation, automation, and continuous improvement.
Preferred: Property & Casualty insurance experience, an active P&C license, and experience with Agency Management Systems (AMS360 preferred). Experience leading operations within an insurance agency or other professional services organization is also highly valued.
Skills Required
- Experience leading, coaching, and developing teams
- Ability to create accountability and drive performance
- Experience improving processes, workflows, and organizational efficiency
- Strong communication and relationship-building skills
- Strong analytical and problem-solving skills
- Highly organized and execution-focused approach
- Ability to prioritize multiple initiatives in a fast-paced environment
- Comfort with business technology
- Interest in innovation, automation, and continuous improvement
- Property and Casualty insurance experience
- Active Property and Casualty insurance license
- Experience with Agency Management Systems, preferably AMS360
- Experience leading operations within an insurance agency or professional services organization
What We Do
EVERYONE SELLS POLICIES - WE DELIVER CONFIDENCE We are Wilhelm. A team of knowledgeable insurance consultants with a commitment to helping our clients grow successfully by reducing the cost and impact that risk has on their business. You’ll notice we work a little differently. For starters, we ask a lot of questions. Then we ask more. Because whether you’re in real estate, construction, manufacturing, or looking for personal insurance protection, we know every situation is different and every client has different goals. And we don’t stop once you get a policy. We provide strategies to help you manage your unique risks. We stay in touch as your business grows and new risks emerge – because they always do. At Wilhelm, be more than insured – be confident. COMMERCIAL INSURANCE Wilhelm has over 20 yrs of experience in the Commercial Insurance industry. You can be confident that our highly specialized risk management program for the Real Estate and Construction industries means that you are working with the best in the business. We place risks throughout the country, including Property, General Liability, Professional Lines, Workers Compensation, Bonds, Directors and Officers, Cyber, Crime, Employment Practices Insurance
