AtOptiom,serviceisn'tadepartment—it'sthemomentourpromisebecomesrealforthepeoplewhocountonus.We'relookingforaDirector,ServiceDeliverytobringsingle,accountableleadershiptotheteamswhodeliveronthatpromiseeveryday:ClientCare,PartnerSupport,andourInsideSales/InsuranceAdvisorteam.
ThisisanewlycreatedrolereportingtoourVP,Operations.You'llbetheleaderaccountableforrunningthesefunctionsasonemetrics-governedservicedeliveryoperation:averagetimetoanswer,abandonrate,averagecalllength,andoutcomestrackedandactivelymanaged,notjustobservedafterthefact.Atthesametime,you'llbebuildingandscalingaproducingInsideSales/InsuranceAdvisorteam,withthecoachinginfrastructuretogrowitresponsibly.
Ifyoumanagebythenumbersandbytherelationship—comfortableinascorecardoneminuteandcoachingafront-lineleaderthenext—wewanttotalktoyou.
YouBring 8+yearsofprogressiveleadershipexperienceincontactcentre,servicedelivery,orinsurance/brokerageoperations,includingdirectaccountabilityforcallcentreKPIs(averagetimetoanswer,abandonrate,averagecalllength,first-contactresolution,orequivalent)
Experienceleadingmultiplefunctionsorteamsconcurrently(10+direct/indirectreports),withaccountabilityforservicequalityandperformanceoutcomes
Experienceleadingorscalinganinsidesales,insuranceadvisor,orotherproducingsalesteam:thisisadistinctpieceofthemandatealongsideserviceleadership
DirectoradjacentexperienceinP&Cinsurance;,brokerage,MGA,insurancecontactcentres




Post-secondaryeducationinbusiness,insurance,orarelatedfield—orequivalentdemonstrableexperience
BonusPointsFor Experiencewithcontactcentreworkforcemanagementortelephonyplatforms(e.g.,NICE,Genesys,Five9,Talkdesk)
Experienceinadealer-distribution,embedded-finance,orextendedwarranty/vehicleservicecontractmodel
CIP/FCIPdesignation,oranactivegeneralinsurancelicence(Level1/2,CAIB)
Experienceinapremiumfinancing,collections,orfintech-adjacentserviceenvironment
WhoWeAre OptiomInc.isaManagingGeneralAgency(MGA)andawhollyownedsubsidiaryofAvivaCanada,specializinginspecialtyinsuranceproductsdistributedexclusivelythroughanationalnetworkofbrokeranddealerpartners.WeoperatewiththeenergyofaspecialtyMGA,backedbytheresourcesandcredibilityofoneofCanada'slargestandmosttrustedinsurers.
WhatWeOffer Competitivebasesalaryplusperformancebonus,commensuratewithexperience.Comprehensivegroupbenefits(medical,dental,vision,EAP),vacationincreasingwithtenure,andemployer-supportedlicensingandprofessionaldevelopment.
Optiomiscommittedtobuildingadiverseandinclusiveteam,andaccommodationsareavailableonrequestatanystageoftherecruitmentprocess.Asdisclosedinthisposting,OptiomusesAItoolstoassistwithinitialscreening;allfinalhiringdecisionsaremadebyourhumanhiringteam.
Wethankallapplicantsfortheirinterest;onlythoseselectedforfurtherconsiderationwillbecontacted.

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📌 Director, Sales and Service Operations (Alberta)
🏢 Socket.dev
📍 Alberta