Operations Manager

Piper Companies is seeking an experienced Operations Manager to lead and optimize daily operations within a fast-paced financial services environment. This role plays a critical part in driving performance, improving processes, and ensuring a high-quality customer experience while maintaining compliance across annuity and retirement products. This is a full-time, hybrid opportunity based in Durham, NC (3 days onsite per week).

Responsibilities for the Operations Manager include:

·      Leading and overseeing contact center operations to ensure strong performance, efficiency, and customer satisfaction.

·      Monitoring and improving key performance metrics such as turnaround time, accuracy, and productivity.

·      Identifying operational gaps and implementing process improvements and industry best practices.

·      Handling and resolving escalated customer issues, ensuring timely and effective outcomes.

·      Coaching, mentoring, and developing team members and department leads to drive performance.

·      Building employee engagement and fostering a positive, high-performing team culture.

·      Managing hiring processes, including interviewing and recommending candidates.

·      Reviewing and approving financial transactions (e.g., withdrawals) to ensure compliance and prevent fraud.

Qualifications for the Operations Manager include:

·      Bachelor’s degree with 3–5+ years of management experience.

·      Experience in contact center operations within financial services or insurance.

·      Strong knowledge of annuities and IRA/qualified retirement plans.

·      NC Life License required.

·      Proven leadership and team development experience.

·      Ability to manage multiple priorities in a fast-paced environment.

·      High attention to detail with strong problem-solving abilities.

·      Proficiency with Microsoft Office tools.

Compensation for the Operations Manager includes:

·      Salary range: $80,000 - $100,000

·      Comprehensive benefits package including Medical, Dental, Vision, 401k, PTO, holidays, and sick leave as required by law.

Keywords: Operations management, contact center leadership, performance metrics, process improvement, customer experience, escalations management, team leadership, employee engagement, coaching and mentoring, hiring and talent development, cross-functional collaboration, operational efficiency, compliance, fraud prevention, financial transactions, annuities, IRA and qualified plans, insurance and financial services, NC Life License, KPI tracking, productivity improvement, quality assurance, stakeholder communication, problem-solving, multitasking, Microsoft Office, attention to detail, and fast-paced environment.

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This job is open for applications on 5/4/2026 and will remain open for at least 30 days from the posting date.