Director, Service Operations
Location: Waltham, MA (hybrid)
NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience.
Simply put, wherever you find small businesses, you’ll find NEXT.
Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in.
We’re seeking a Director, Service Operations to lead the strategic evolution and day-to-day execution of our service operations across both direct and agent-supported channels. This leader will oversee a hybrid team composed of full-time employees and third-party vendor resources, ensuring high-quality, timely, and informed support for our customers. This role will also have ownership of our premium audit function and be instrumental in process improvements and technology integrations—including Gen AI—to streamline operations, drive customer satisfaction, and prepare the team for scalable growth.
What You’ll Do:
- Customer Experience Leadership:
Ensure the team delivers against defined service-level agreements (SLAs) including CSAT, response time, and resolution metrics. - Operational Excellence:
Own the servicing function’s strategic roadmap with a focus on automation, performance metrics, and continuous process improvement. - Technology Integration:
Partner with Information Systems, product, engineering, and data teams to embed Gen AI and other advanced technologies into servicing workflows—enhancing efficiency, accuracy, and experience. - Premium Audit Oversight:
Lead the operational delivery and customer experience of our premium audit process, ensuring compliance and transparency. - Cross-functional Communication Execution:
Stand up and own a structured, proactive insurance product change communication process—ensuring service agents are trained and ready to support pricing changes, product updates, and escalations. Move us from reactive communication to a forward-looking, frontline support model. - Headcount Planning and Budget Management:
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Lead annual and ongoing headcount forecasting and budgeting for internal and external resources. Manage $11M+ annual budget.
What We Need:
- 10+ years of experience in a customer service, operations, or data-driven servicing environment—preferably in insurance, fintech, or SaaS.
- Proven success leading large, distributed teams, including third-party vendors.
- Demonstrated ability to build and optimize scalable support models using automation, analytics, and AI.
- Deep experience in process improvement methodologies and KPI management.
- Exceptional cross-functional collaboration and communication skills
- High comfort level in fast-paced, high-growth environments with frequent change.
Note on Fraudulent Recruiting
We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Next Insurance. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.
Please note, we do not ask for sensitive information via chat, text, or social media, and any email communications will come from the domain @nextinsurance.com. Additionally, Next Insurance will never ask for payment, fees, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via the careers page on our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.
If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Next Insurance, please do not provide any personal or financial information. You can find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission's website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency.
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. NEXT employees are eligible for our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.
Don’t meet every single requirement? Studies have shown that some underrepresented people are less likely to apply to jobs unless they meet every single qualification. At NEXT, we are dedicated to building a diverse, inclusive and respectful workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
One of our core values is 'Play as a Team'; this means making sure everyone has an equal chance to participate and make a difference. We win by playing together. Next Insurance is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Next's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Performance Bonus
Professional Development
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program