Director of Operations Insurance Real Estate Consortium

LOCATION: Hybrid, NYC midtown office. Come join our team! There are many reasons why EPIC Insurance Brokers & Consultants has become one of the fastest-growing firms in the insurance industry. Fueled and driven by capable, committed people who share common beliefs and values and “bring it” every day, EPIC is always looking for people who have “the right stuff” – people who know what they want and aren’t afraid to make it happen. Headquartered in New York City and founded in 2007, our company has over 4,000 employees nationwide. With locations spread out across the U.S., our local market knowledge and industry expertise helps support our clients' regional and global needs. We have grown very quickly since our founding, and we continue to see growth and success thanks to our hard-working and growth-minded employees. Our core values are: Owner mindset, Inspire trust, Think big, and Drive results. If these values and growth align with what you're looking for in your next career? Then consider joining our amazing team! Position Summary The Director, Consortium Operations & Implementation will lead the operating infrastructure, execution model, and scalable growth strategy for EPIC’s consortium platform. This role is responsible for organizing and advancing the full consortium operating model — including service delivery, implementation readiness, underwriting coordination, financial workflows, governance, data/reporting, member lifecycle support, and cross-functional execution. This individual is not expected to perform the day-to-day service or administrative work. Instead, the role will provide structure, accountability, and operational discipline to ensure the right processes, teams, tools, reporting, and governance are in place to support current programs and future consortium growth. The ideal candidate is an experienced operational leader who has successfully led complex implementations, built repeatable processes, managed cross-functional stakeholders, and created scalable infrastructure in a client-facing environment. Key Responsibilities Operational Leadership & Execution Own and continuously improve the consortium operating model across service, underwriting, finance, claims, captive management, analytics, governance, and technology. Establish clear workflows, roles, responsibilities, service standards, escalation protocols, and accountability measures. Coordinate cross-functional execution to ensure consortium programs operate efficiently, consistently, and with strong member experience. Monitor operational performance through dashboards, KPIs, status reporting, and issue management routines. Implementation & Scalability Lead operational readiness for new consortium launches, expansions, and program enhancements. Build repeatable implementation playbooks, onboarding frameworks, process maps, and governance routines. Translate strategic business objectives into practical execution plans, timelines, deliverables, and accountability structures. Identify process gaps, bottlenecks, and infrastructure needs; lead improvements that support scalability and efficiency. Lead change management and adoption efforts to ensure new processes, tools, playbooks, and governance routines are understood, adopted, and sustained across teams. Maintain a continuous improvement roadmap focused on scalability, consistency, automation, reporting quality, and operational efficiency. Service Delivery Oversight Provide leadership and oversight to the teams responsible for renewals, member servicing, certificates, invoicing, premium financing, stewardship, and issue resolution. Ensure service delivery is coordinated, timely, and aligned with defined standards. Support resource planning, workload visibility, staffing alignment, and team accountability. Serve as a senior escalation point for operational issues requiring cross-functional resolution. Governance, Financial & Administrative Controls Develop and maintain operating controls for invoicing, p…