Manager, Insurance Contact Center Operations (FINRA Licensed)

Location: Jacksonville, Florida, United States. The work model prioritizes in-person collaboration.

Salary: $76,700–$142,500 annually.

Company

hirify.global provides insurance software and business process services for life insurance, annuity, and financial services clients.

What you will do

• Lead large-scale contact center operations through Associate Managers and frontline operational leaders.
• Own service levels, quality, productivity, customer satisfaction, compliance, and workforce performance across multiple client accounts.
• Coach and develop managers through mentoring, succession planning, performance management, and accountability systems.
• Lead client-facing operational reviews, strategic planning, escalations, and service improvement initiatives.
• Drive workflow optimization, process redesign, automation, self-service expansion, and AI-enabled operational improvements.
• Partner with Workforce Management, Quality, Training, Compliance, Technology, Legal, and Risk teams.

Requirements

• 10+ years of leadership experience in contact center, customer operations, BPO, BPS, or service delivery environments.
• 8+ years leading supervisors, managers, or multi-layer operational organizations.
• Experience managing performance through operational leaders rather than direct frontline oversight.
• High School Diploma or GED required; a Bachelor's Degree in a related field is preferred.
• Active FINRA licensing is required, such as SIE, Series 6 and/or 7, and Series 63 and/or 65/66.
• Strong knowledge of FINRA regulations, compliance controls, audit readiness, supervision, and risk management is required.

Nice to have

• Experience in life insurance, annuity, wealth management, broker-dealer, financial services contact center, TPA, or insurance BPS operations.
• Additional FINRA licenses such as Series 24, Series 9/10, or Series 99.
• Experience with operational turnarounds, workforce planning, capacity management, automation, and AI-enabled service improvements.

Culture & Benefits

• In-person collaboration with flexibility supporting wellbeing, productivity, individual work styles, and life circumstances.
• Health, dental, and vision insurance.
• Employee wellness, life and disability insurance, and retirement savings plan.
• Paid holidays and paid time off.
• Inclusive workplace environment.