Director of Operations

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Orchid is seeking a Director of Operations to join our growing team in Tampa, FL.

The Director of Operations is a key member of the leadership team, responsible for overseeing and optimizing day-to-day business operations that support the core operational functions of Orchid. This role manages critical areas including customer service, endorsement processing, agency services, vendor management, facilities, print/mail fulfillment, claims, and systems user acceptance testing (UAT). The Director of Operations will develop, implement, and monitor service levels and operational procedures to ensure efficient, scalable, and high-quality service delivery across all operational functions. This position will work closely with the Chief Operating Officer and the Executive Leadership team to develop and execute a strategy to assist Orchid in becoming the largest surplus lines provider of residential insurance products in the nation.

How You Will Contribute:

• Lead and manage customer service, agency services, and endorsement processing teams to ensure timely, accurate, and customer-focused service.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) across all operational areas.
• Manage vendor relationships and contracts to optimize performance, cost, and service delivery.
• Coordinate print/mail fulfillment operations, ensuring accuracy and timeliness of all outbound communications.
• Lead and manage system UAT for platform changes and enhancements; work with technology teams to ensure business requirements are met.
• Collaborate with cross-functional teams (Underwriting, Claims, IT, Compliance, Sales/Marketing, Accounting/Finance, Programs, and Forms) to align operational processes with business goals.
• Identify opportunities for process improvements, automation, and scalability within Operations.
• Drive training, performance management, and team development across all areas of responsibility.
• Serve as a primary point of contact for resolving operational issues, escalations, and ad hoc business support needs.
• Support implementing and maintaining corporate business continuity and disaster recovery plans to ensure operational resilience and minimize disruptions.

Skills & Experience to Be Successful:

• Bachelor's degree is required, with a degree in Business Administration, Insurance, or related field preferred.
• Minimum 10 years of experience in insurance operations, with at least 5 years in a leadership or director-level role.
• Experience in a property insurance MGA environment strongly preferred.
• Demonstrated success managing teams across multiple functions such as customer service, processing, and fulfillment.
• Proven ability to manage vendor relationships and drive performance through service-level metrics.
• Experience leading or participating in system implementations and UAT cycles.
• Strong knowledge of insurance operations, regulatory requirements, and service standards.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, "The Power to Be Yourself".