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.

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