Director, Sales and Service Operations

At Optiom, service isn't a department — it's the moment our promise becomes real for the people who count on us. We're looking for a Director, Service Delivery to bring single, accountable leadership to the teams who deliver on that promise every day: Client Care, Partner Support, and our Inside Sales / Insurance Advisor team. This is a newly created role reporting to our VP, Operations. You'll be the leader accountable for running these functions as one metrics-governed service delivery operation: average time to answer, abandon rate, average call length, and outcomes tracked and actively managed, not just observed after the fact. At the same time, you'll be building and scaling a producing Inside Sales / Insurance Advisor team, with the coaching infrastructure to grow it responsibly. If you manage by the numbers and by the relationship — comfortable in a scorecard one minute and coaching a front-line leader the next — we want to talk to you. You Bring 8+ years of progressive leadership experience in contact centre, service delivery, or insurance/brokerage operations, including direct accountability for call centre KPIs (average time to answer, abandon rate, average call length, first-contact resolution, or equivalent) Experience leading multiple functions or teams concurrently (10+ direct/indirect reports), with accountability for service quality and performance outcomes Experience leading or scaling an inside sales, insurance advisor, or other producing sales team: this is a distinct piece of the mandate alongside service leadership Direct or adjacent experience in P&C insurance, brokerage, MGA, insurance contact centres Post-secondary education in business, insurance, or a related field — or equivalent demonstrable experience Bonus Points For Experience with contact centre workforce management or telephony platforms (e.g., NICE, Genesys, Five9, Talkdesk) Experience in a dealer-distribution, embedded-finance, or extended warranty / vehicle service contract model CIP/FCIP designation, or an active general insurance licence (Level 1/2, CAIB) Experience in a premium financing, collections, or fintech-adjacent service environment Who We Are Optiom Inc. is a Managing General Agency (MGA) and a wholly owned subsidiary of Aviva Canada, specializing in specialty insurance products distributed exclusively through a national network of broker and dealer partners. We operate with the energy of a specialty MGA, backed by the resources and credibility of one of Canada's largest and most trusted insurers. What We Offer Competitive base salary plus performance bonus, commensurate with experience. Comprehensive group benefits (medical, dental, vision, EAP), vacation increasing with tenure, and employer-supported licensing and professional development. Optiom is committed to building a diverse and inclusive team, and accommodations are available on request at any stage of the recruitment process. As disclosed in this posting, Optiom uses AI tools to assist with initial screening; all final hiring decisions are made by our human hiring team. Qualified candidates are invited to apply in confidence through LinkedIn, or to reach out directly to David Dial, VP Corporate Services, Optiom Inc. We thank all applicants for their interest; only those selected for further consideration will be contacted.