Director of Retail Operations

We're seeking an experienced and strategically minded Director of Retail Operations to join our team. Reporting directly to the CEO, this role leads and oversees Veracity's Retail line of business – also known as Insurance Canopy – with a focus on building and maintaining scalable, sustainable retail operations that drive operational excellence, revenue growth, and customer satisfaction. The Director will manage the account manager teams while fostering cross-functional collaboration with Sales, Marketing, CRM Systems Administration, Program Management, and Underwriting to ensure alignment with organizational goals and deliver measurable results that support the Retail LOB's success and scalability. Key Responsibilities Oversee, mentor, and develop the Retail account manager teams, fostering a high-performance culture focused on accountability, collaboration, and continuous improvement Provide consistent coaching and feedback to optimize team performance, reinforce achievements, and address areas for improvement – leading the development and execution of best practices in sales methodologies, processes, and customer engagement Develop and execute strategic plans for the Retail LOB, aligning with organizational revenue goals and operational objectives – including actionable insights, business cases for new opportunities, and strategic input into product planning and go-to-market strategies Set clear performance expectations, monitor team performance, and implement training or coaching programs to enhance skills and productivity – tracking success against KPIs measured quarterly and annually Lead the Retail LOB through process improvements, technology integrations, and organizational changes, ensuring team adoption and alignment while leveraging data analytics to identify trends and inform decision-making Collaborate with Marketing for demand generation and customer campaigns, CRM Systems Administration for tool optimization, Program and Product Managers for market alignment, and Underwriters for risk assessment and product development Identify inefficiencies in sales and account management workflows and implement solutions to streamline operations and enhance the customer experience Serve as an advocate for your team by partnering with data, systems, programs, underwriting, and learning development teams to build cases for continued education, streamlined workflows, and accurate data tracking that drives team success Leverage CRM data and analytics to identify trends, forecast performance, and drive informed strategic decisions – maintaining or improving NPS and other customer satisfaction metrics for Retail LOB clients Act as the primary point of contact for internal teams, ensuring seamless communication and alignment on Retail LOB objectives and cross-functional initiatives Required to perform other duties as requested, directed, or assigned Requirements and Qualifications 7+ years of experience in sales operations, retail operations, or general management — preferably within insurance, insurtech, or a related financial services environment Proven ability to lead, develop, and hold accountable high-performing sales and account management teams in a fast-paced environment Strong strategic planning and execution skills with demonstrated experience building and scaling operational processes Experience with data-driven decision making — proficiency analyzing CRM data, performance metrics, and analytics platforms (HubSpot preferred; Power BI or similar) Excellent cross-functional collaboration and stakeholder management skills with the ability to build strong relationships across Sales, Marketing, Product, and Underwriting Strong coaching and team development instincts with a track record of growing talent and driving performance improvement Demonstrated ability to identify operational inefficiencies and implement scalable solutions Excellent verbal and written communication skills with the ability to articulate goals, strategies, and expectations to diverse audiences Proficiency with Microsoft Office Suite, Google Drive, HubSpot, and analytics platforms Knowledge of insurance sales practices, market segments, and regulatory compliance preferred Perks Health, dental, and vision plans Amazing work-life balance with 4 weeks of Paid Time Off 10 Paid Company Holidays with 2 floating holidays 401K Programs with employer match Personal assistance programs for support in a healthy personal and work life Why Veracity? Here at Veracity, you’ll be part of a team of trailblazers and visionaries. We’re not just revolutionizing the way people “do” insurance; we are creating a whole new paradigm. Here, you will experience a vibrant and inclusive workplace where your ideas matter! With us, you have a chance to: Engage in groundbreaking projects that are reshaping the insurance landscape Collaborate with a group of dedicated, like-minded professionals Experience a culture that prioritizes growth and development Compensation Range: $165k/yr - $175k/yr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.  If you need accommodation, please let us know during the interview process.