Director of Operations

About the Role

Royalty Insurance is seeking a Director of Operations to translate our vision into day-to-day excellence. This role focuses on working on the business—building scalable processes, coaching and developing talent, and driving profitable growth through retention, account rounding, and strong carrier partnerships. You will lead a team of 6–9 Account Managers (including oversight of virtual assistants) and set the tone for a high-performance, values-driven culture.

What You’ll Do

• Set clear agency goals and drive execution. Work with leadership to build the annual operating plan, translate it into quarterly objectives, and report progress. Focus areas include retention, account rounding, placing business with core carriers, and generating client testimonials to support growth.
• Build and optimize processes. Partner with Account Managers to design renewal workflows, cross-sell playbooks, and proactive retention touchpoints. Establish processes and procedures to monitor renewal timelines, retention rates, and cross-sell activity, and use insights to coach the team.
• Develop and lead the team. Hire, onboard, and continually develop top talent. Mentor, train, and coach Account Managers and virtual assistants to elevate performance, consistency, and client experience.
• Champion culture. Define and model our cultural standards, celebrate wins, and address misalignment quickly and professionally to maintain a high-trust, accountable environment.
• Strengthen carrier relationships. Prioritize placement with core carriers, bundle home and auto when appropriate.
• Communicate and celebrate results. Provide transparent reporting on KPIs, share learnings, and recognize achievements that reinforce the right behaviors.

Key Performance Indicators

• Book of Business Growth: tracked monthly via the agency management system (AMS).
• Retention Rate by Account Manager and overall: tracked monthly via AMS cancellation
  and renewal reports.
• Cross-Sell/Account Rounding Rate: tracked via excel spreadsheet by Account Manager.
• Carrier Mix and meeting Home/Auto bundle requirements with our top carriers.
• Employee Turnover and Engagement: tracked annually with focus on regrettable vs. non-
  regrettable turnover.
• Client Testimonials/Reviews Volume and Rating: tracked monthly via review
  platforms/CRM.

What You Bring

• Active Property & Casualty license (required).
• Minimum 2 years of insurance agency experience (required); leadership experience strongly preferred.
• Proven track record improving retention, cross-sell/account rounding, and operational efficiency through process design and coaching.
• Strong command of carrier relationships, underwriting guidelines, and placement strategy to optimize revenue and client outcomes.
• Data-driven operator comfortable interpreting reports and acting on insights.
• Exceptional coaching, communication and change management skills; able to set clear standards and hold teams accountable with empathy.
• High integrity, organized, and calm under pressure with a bias for action and follow-through.
• Proficiency with an Agency Management System and productivity tools; experience leading or supporting virtual assistants is a plus.

How We Work

• Principles: address difficult issues professionally and quickly; listen to learn; be relentlessly positive; persist through change; be driven to achieve agency goals.
• Feedback & Planning: 90-day check-ins to remove bottlenecks and review objectives; annual participation in business planning.

Compensation and Benefits

• Competitive compensation package.
• 401(k) plan.

Reporting, Location, and Schedule

• Reports to: Owner/Agency Principal.
• Team: 6–9 Account Managers, with oversight of virtual assistants.
• Location: Royalty Insurance, 5550 Granite Pkwy, Suite 120, Plano, TX 75024.
• Schedule: Full-time; occasional carrier or client meetings as needed.

Equal Opportunity

Royalty Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to Apply

Please apply at our website https://royaltyinsurance.com/ or send your resume and a brief note on
how you’ve improved retention and account rounding in prior roles to
beth@royaltyinsurance.com. Include “Director of Operations — Insurance” in the subject line.