Director of Operations, Brokerage

About Players Health

At Players Health, we are on a mission to create the safest and most accessible environment for an athlete to play the sports that they love. This is not only our mission, but also our promise to sports. A promise we will not break. There are over 50 million youth athletes playing sports in the US and they are counting on us to ensure that the environment that they are coming into not only accepts them for who they are, but fills them with encouragement, love, inspiration, and so much more.

Players Health is a VC-backed, mission-driven, sports technology platform providing digital risk management services, reporting tools, and insurance products to sports organizations to comply with the changing athletic environment and responsibilities.

Our Core Values

We Cannot Achieve Our Mission Without Having a Strong Culture. We Believe That At The Core Of a Strong Culture Is a Shared Set Of Values. The Values That We Hold True And Look For Our Employees To Embrace Are As Follows

• Lead with Mission: Our mission always comes first. If we stay on mission as an organization, then we believe we will be successful in our professional and personal lives.
• Go Beyond: We're not satisfied with just "good enough" - we go above and beyond to achieve awesome results that impress and inspire.
• Operate like Owners: We believe in operational excellence. We take ownership of our work and approach every task with a sense of pride, responsibility, and commitment to excellence. We don't just rent our roles - we own them and strive to make a lasting impact.
• Virtue First: From the big decisions to the small details; honesty, integrity, and transparency are the bedrock of our culture and the foundation for everything we do.
• Service: We live to serve others with humility, empathy, and kindness. We put our customers, colleagues and community first, and always strive to exceed their expectations with a smile.
  
  
  

About The Role

Candidates for the Director of Operations, Brokerage role will come with 5+ years of experience leading a team of commercial insurance account managers. This role reports to the Chief Customer Officer and is available to work remotely or hybrid near one of our regional employee hubs (Minneapolis, MN or Dallas, TX), unless approved otherwise. Players Health is a remote-first distributed workforce. Travel may be required for team collaboration, training, and development. The Broker Operations Director role has a compensation range of $90,000 - $125,000, depending on skills and experience. You will be responsible for running all aspects of the insurance operation, building and leading a team of account managers, implementation of strategic and tactical plans, building a high performing culture, delivering a best in class service differentiation proposition for enterprise clients, fostering major carrier and client relationships.

You will join an organization going through significant growth as well as digital transformation. Instill a mindset of ownership and accountability with all managers and team members, providing a “playbook” for best practices – defining expectations to meet the vision and strategy for growth.

Responsibilities (are Inclusive Of But Not Limited To)

• Responsible for managing insurance policy administration, billing & collection processes, and client records
• Leadership and coordination of Agency management workflow definitions for new Agency Management System
• Insurance operations best practice definitions/SOP’s and implementation at all levels, policy and procedure implementation
• Stay current on changes in state laws, regulations, and regulatory requirements with respects to insurance
• Develop and implements E&O training program to educate all brokerage staff on best practices to mitigate E&O exposure
• Provide corrective training when necessary
• Act as a claim advocate for clients by assisting clients in navigating the claims process, monitor progress, and provide updates with the goal of having claims handled promptly and fairly
• Complete broker quarterly/monthly commission reports
• Assist with integration of all new broker acquisitions
• Strengthen carrier relationships
• Responsible for account management team performance
• Strategic and tactical plan implementation
• Budgeting and goal setting
• Reporting on all customer/client metrics
• Quality assurance, productivity, and customer service management
• Recruits, builds, directs, and leads and highly qualified account management team and actively deploys manpower to ensure work volumes are accomplished effectively and efficiently
• Established and communicates productivity, efficiently, quality service and standards, and continuously monitors and improves performance
• Ensures Service Differentiation model is in place
• Coaching and mentoring staff to meet and exceed objectives, staff professional development
• Responsible for file audits/compliance
• Maintaining client relationships and where applicable, identifying upselling and cross-selling opportunities for other Players Health products that the customer does not currently enjoy
• Reviewing policies and ensuring adequate coverage based on client’s individual needs.
• Resolving customer concerns and disputes
• Represent the brokerage by participating in industry functions and trade shows.
• Ensure accurate and timely invoicing of clients, as well as following up on past due customer accounts
• Work within a brokerage team and cross-departmentally to continuously nurture intercompany collaboration and working relationships
• Partner with HR in the investigation and resolution of employee relations issues; responsible for regular 1x1 meeting cadence with direct reports, ongoing performance development, and performance reviews.
• Align with and embody our company core values (Mission First, Operate Like Owners, Go Beyond, Service, Virtue First)
• Identify areas for continuous improvement of processes to increase operational excellence
• Demonstrate responsiveness and urgency to customers, as well as internal communication with colleagues within and across departments
• Some travel required
• Other duties as assigned
  
  
  

Minimum Skills & Qualifications

• Currently holds a state insurance license and is in good standing
• 5+ years of experience as a licensed broker
• 5+ years’ experience in a similar leadership role within an insurance brokerage
• Demonstrated ability to communicate effectively with clients, both verbally and in writing
• Excellent interpersonal, organizational, and time management skills
• Maintains a positive attitude and is a team player
• Demonstrated analytical and decision-making abilities
• Demonstrated adaptability, resilience, and excitement about change
• Strong emotional intelligence skills.
• Demonstrated excellence in proactive verbal and written communication skills, and proven ability to own the company message.
• Excellent interpersonal, negotiation, and conflict-resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office (Suite & 365) and Slack or related software and the ability to learn new technology
  
  
  

Desired Characteristics

• Although not required, a Bachelor's degree in Business Administration, Insurance, Risk Management, or related field is a plus.
• Professional designations such as CPCU, CIC, ARM, AU, AIC, etc.
• Self-motivated, a “roll-up-your-sleeves” mindset, and able to thrive in a fast-paced, quickly changing environment
• Strong analytical and problem-solving skills.
• Demonstrated experience and/or ability to influence without authority
• A love of sports and a desire to keep athletes safe
• Demonstrated ability to build connections and rapport cross-departmentally
• Participant/involvement in or strong understanding of the youth/amateur sports landscape.
  
  
  

Additional Requirements

• Ability to travel occasionally for customer visits, team events, collaboration, engagement, conferences, or customer visits
• Must have a dedicated safe and secure remote work environment
• Must have the ability to work and be productive in a remote work environment
• Exceptionally self-motivated and ability to work autonomously
• Proactive communicator in all communication methods, including email (Outlook), verbal (in-person & phone), instant messaging (Slack & Teams)
• Willingness and ability to attend virtual meetings with a camera on – we respect that there are times when employees may need to turn their camera off. We also have a great culture and want to engage with you! By regularly using cameras, we form connections and get to know each other, as well as promoting positive and respectful interactions amongst colleagues.
• Located in or willingness to work on Central or Eastern Time Zone
• Must be 18 or older
• Work location must be in the United States
• Must have unrestricted work authorization to work in the United States
  
  
  

Players Health is committed to building a diverse and inclusive work environment. We are proud to be an equal opportunity employer and welcome all applicants regardless of race, color, religion, creed, gender, sexual orientation, marital status, gender identity, national origin or ancestry, age, citizenship, disability, pregnancy, veteran status, or any other basis protected by applicable law.