Service Operations Excellence Director at Amerisure Insurance Company in Farmington Hills, Michigan

Job Description:

Amerisure creates exceptional value for its partners, policyholders and employees. As a property and casualty insurance company, Amerisure’s promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. Amerisure is an A.M. Best “A” (excellent) rated company and services mid-sized commercial enterprises focused in construction, manufacturing and healthcare. We are ranked as one of the top 100 Property & Casualty companies in the United States, and have nearly $1 Billion of Direct Written Premium ​and $1.15 billion in surplus.

Due to a promotion, Amerisure has an opening for a role to support our Claims Department. We are recruiting for a Service Operations Excellence Director. This role will have a 3-day hybrid approach onsite in our Farmington Hills, Michigan office. The ideal candidate will have experience with managing multiple projects to deadlines, strong follow skills, and the vision to align goals with the company and department. 

Summary Statement

A key leadership role responsible for optimizing and enhancing the efficiency and effectiveness of our service operations.  Serves as a strategic partner to the Chief Service Officer and plays a pivotal role in streamlining processes, improving information flow, and driving service excellence across the organization.

Essential Tasks/Major Duties

• Develop and execute strategies for improving service operations, aligning them with the company’s goals and objectives in collaboration with the CSO.


• Foster a culture of performance by working in partnership with department leaders to track and manage Objectives and Key Results (OKRs).


• Assist and communicate with executives in decision-making, program management, and initiative implementation.


• Provide data analysis and metrics of the company’s productivity to the executive team and recommend strategic initiatives to improve workflow, teamwork, and budget management.


• Identify opportunities to enhance service operations, streamline workflows, and eliminate inefficiencies, with focus on improving the customer experience.


• Lead and manage special projects ensuring timely completion and successful implementation of key initiatives.


• Establish and maintain systems for efficient information flow within the department, facilitating data-driven decision-making processes.


• Identify and prioritize key relationships critical to defined initiatives, by providing support for successful collaboration and outcomes.


• Attend leadership meetings, capturing action items, tracking deadlines, and ensuring projects and processes move forward as planned.


• Proactively anticipate issues that require diplomacy and situational sensitivity, providing solutions and guidance to mitigate potential challenges.


• Stay informed about industry trends, market conditions, competitors, and emerging technologies relevant to department operations.

Knowledge, Skills & Abilities

• Bachelor’s degree or equivalent work-related experience.


• 7 years of progressive experience in service operations with a track record in optimizing processes and driving efficiency improvements


• 3 years of experience in a leadership role leading cross-functional teams and managing complex projects


• Solid project management skills, having managed and successfully delivered multiple, complex projects on-time and on-budget.


• Strong proficiency using Windows and related software such as Microsoft business products (Excel, Word, PowerPoint).


• Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.


• Excellent organizational skills and ability to function in a fast paced, highly visible, and changing environment.


• Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.


• Proactively recognizes a challenge or problem and works with a variety of teams and data sources to diagnose the problem and recommend solutions.


• Ability to handle confidential and sensitive information.


• Ability to travel up to 30%.

Just as we are committed to creating exceptional value for our Partners For Success® agencies and policyholders, Amerisure also remains committed to being an employer of choice. We reinforce this commitment by adhering to an Employee Value Proposition that, in part, is provided through a competitive total rewards package. Amerisure offers a Compensation & Benefits Package that includes competitive base pay, performance-based incentive pay, comprehensive health & welfare benefits, 401(k) savings plan and profit sharing. In addition to generous paid time off programs, we allow our employees flexible and remote work arrangements.  If you strive for excellence and are committed to personal and professional growth, Amerisure is looking for you.

Amerisure Insurance provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Amerisure Insurance complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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. Amerisure Insurance expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Amerisure’s employees to perform their job duties may result in discipline up to and including discharge.