JOB DESCRIPTION

Insurance Operations Manager

Counterpart is an insurtech platform reimagining management and professional liability for the modern workplace. We believe that when businesses lead with clarity and confidence, they become more resilient, more innovative, and better prepared for what’s ahead. That’s why we built the first Agentic Insurance™ system — where advanced AI and deep insurance expertise come together to proactively assess, mitigate, and manage risk. Backed by A rated carriers and trusted by brokers nationwide, our platform helps small businesses grow with confidence. Join us in shaping a smarter future, helping businesses Do More With Less Risk®.

As our Insurance Operations Manager, you will be the architect of operational excellence across our insurance ecosystem. This role requires an operational generalist who can navigate seamlessly between strategic thinking, problem-solving, and operational design through process and systems. You'll build and optimize critical operational functions including carrier relationships, regulatory compliance, billing operations, and claims support—all while championing technology and data-driven solutions to scale our operations efficiently.

We're looking for someone who thrives in undefined, ambiguous spaces and can create structure from chaos. You'll work directly with leadership to define our operational strategy while rolling up your sleeves to execute on immediate priorities. This is a unique opportunity to shape the operational foundation of a high-growth insurtech from the ground up.

YOU WILL:

• Optimize Carrier Service Operations
• Design and deliver best-in-class service to carrier partners for data calls, audits, and ad hoc reporting requests
• Develop SLAs and operational KPIs to measure carrier service outcomes and proactive communication frameworks to drive transparency
• Create a roadmap for the development self-service/automated capabilities for routine carrier interactions
• Maintain strong carrier relationships through consistent, high-quality service delivery and communication
• Own Regulatory & Compliance Operations
• Manage comprehensive insurance licensing lifecycle and renewal tracking systems
• Oversee surplus lines stamps and tax filing operations with zero-defect tolerance
• Coordinate regulatory audits and maintain audit-ready documentation
• Build compliance monitoring dashboards and exception reporting systems
• Ensure adherence to state-specific requirements and DOI reporting obligations
• Transform Billing & Premium Operations
• Optimize end-to-end premium collection and application workflows
• Drive receivables management initiatives to reduce premium collection cycles
• Partner with Finance on streamlining reconciliation and cash application processes
• Define requirements and support implementation of billing platform enhancements
• Build scalable processes to support diverse payment methods and terms
• Enable Claims Operational Excellence
• Design intake & triage processes to maximize Claims team capacity
• Build operational infrastructure for claims payments and legal billing
• Implement technology solutions to automate routine claims support tasks
• Develop escalation frameworks and define/execute processes that meet service level agreements
• Drive Continuous Improvement & Innovation
• Identify and implement process improvements across all operational domains
• Build data models and operational dashboards for real-time visibility
• Champion AI and automation initiatives to scale operations efficiently
• Develop comprehensive playbooks and standard operating procedures
• Lead cross-functional projects to enhance operational capabilities

YOU HAVE:

• 5-7+ years of operations management experience
• Proven track record of building scalable processes and systems from scratch
• Advanced data analysis skills with ability to build models and derive actionable insights (SQL, Excel, Looker or similar BI tools)
• Experience managing multiple stakeholder relationships and competing priorities simultaneously
• Demonstrated success with operational technology implementation and process automation
• Exceptional written and verbal communication skills with ability to influence at all levels
• Strong project management discipline with experience leading cross-functional initiatives
• Bachelor's degree or equivalent practical experience

BONUS POINTS FOR:

• Operations experience in insurance, financial services/fintech, or complex regulated environments
• Knowledge of regulatory compliance and state filing requirements
• Experience with insurance systems (policy administration, billing, claims platforms)
• Familiarity with billing operations and premium accounting
• Six Sigma, Lean, or other process improvement certifications
• Experience building and leading operational teams
• Proficiency with modern AI tools and their application in operations

WHO YOU ARE:

• Systems Thinker: You see interconnections between processes and design holistic solutions that scale
• Intellectually Curious: You constantly question the status quo and seek to understand root causes
• Data-Driven: You instinctively seek data to validate assumptions and measure impact
• Comfortable with Ambiguity: You thrive in undefined spaces and can create structure from chaos
• Proactive Communicator: You over-communicate progress and ensure alignment across stakeholders
• Technology Forward: You actively seek technology solutions and embrace AI/automation
• Detail-Oriented: You maintain high standards for accuracy while moving at startup speed
• Self-Starter: You take ownership and drive initiatives forward with minimal oversight

WHO YOU WILL WORK WITH:

• Tobias Schuler, Head of Data Analytics: After becoming a Fellow of the Casualty Actuarial Society & working as a consultant actuary at EY for several years, Tobias went on to drive the actuarial data & systems teams at QBE. He further leveraged his deep insurance & technical expertise at Munich Re Digital Partners in North America, where he headed data & analytics & oversaw the data infrastructure behind some of their largest programs.

• Mike Foster, Insurance Operations Lead: MIke has over two decades of experience in insurance operations, strategy, transformation, and customer experience. Before joining Counterpart, Mike led a 120+ person team at Lincoln Financial, overseeing strategy, analytics, and service operations for group benefits. Earlier in his career, he spearheaded digital transformation efforts and managed large-scale operations teams at both Lincoln and Liberty Mutual, where he launched new service models and built cloud-native platforms from scratch. Mike is known for their thoughtful leadership, data-driven decision-making, and ability to scale operational excellence in complex environments.

• Stanley Wang, Director, Pricing Analytics: Before joining Counterpart, Stanley worked as an actuary within the pricing solutions and methods team at USAA to combine actuarial pricing with data science models. Before that, he was a leading data scientist for Digital Partners, a Munich Re Company where he specialized in building data science models and insights for leading insurtech companies. He has had many other relevant roles such as capital modeling, risk management etc. He lives in New York with his growing family.
• Chris Shafer, Chief of Staff: Chris is a published scientific author, having studied the neural correlates of gratitude at the lauded Brain and Creativity Institute. He has since helped to launch numerous businesses in which he held a variety of critical roles from product management to business operations to strategic partnerships. Chris received his bachelor’s degree in Biological Sciences from the University of Southern California.

WHAT WE OFFER

• Flexible Vacation: We offer flexible time off, allowing you to take time when you need it.
• Work from Anywhere: Counterpart is a fully distributed company, meaning there is no office. We allow employees to work from wherever they do their best work, and invite the team to meet in person a couple times per year.
• Stock Options
• Health, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Parental Leave
• Home Office Allowance: to set up your home office with the necessary equipment and accessories.
• Book stipend
• Wellness stipend
• Professional Development Reimbursement
• No working birthdays: Take your birthday off, giving you the opportunity to relax, enjoy your special day, and spend time with loved ones.
• Charitable Contribution Matching

COUNTERPART'S VALUES

• Conjoin Expectations - it is the cornerstone of autonomy. Ensure you are aware of what is expected of you and clearly articulate what you expect of others.
• Speak Boldly & Honestly - the only failure is not learning from mistakes. Don’t cheat yourself and your colleagues of the feedback needed when expectations aren’t being met.
• Be Entrepreneurial - control your own destiny. Embrace action over perfection while navigating any obstacles that stand in the way of your ultimate goal.
• Practice Omotenashi (“selfless hospitality”) - trust will follow. Consider every interaction with internal and external partners an opportunity to develop trust by going above and beyond what is expected.
• Hold Nothing As Sacred - create routines but modify them routinely. Take the time to reflect on where the business is today, where it needs to go, and what you have to change in order to get there.
• Prioritize Wellness - some things should never be sacrificed. We create an environment that stretches everyone to grow and improve, which is fulfilling, but is only one part of a meaningful life.

Our estimated pay range for this role is $140,000 to $160,000. Base salary is determined by a variety of factors, including but not limited to, market data, location, internal equitability, and experience.

We are committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.

We are an Equal Opportunity Employer. We do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.