Job Details


Company name
Nationwide Mutual Insurance Company.

Brea, CA

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This position requires the completion of Nationwide’s LEADERSHIP MATTERS Certification. This required training for new leaders, will take place over the course of the first year in the role.


The information between the asterisks contains specific information about this position while the information after the asterisks contains general information about jobs in this job family at Nationwide.

We are looking for an “Experienced” Director of Operations who can collaborate with Sales leaders, corporate office and executive management to support Nationwide Pet Insurance’s Voluntary Benefits channel. The Director of Operations should have strong working knowledge of payroll deduction administration, vendor management and payment processing. The ideal candidate for this position possesses proven leadership skills, as well as a strong ability to problem solve and make sound decisions.

SUMMARY: Oversees and provides operational management to multiple functional areas such as the Claims, Underwriting, workflow management, daily print fulfillment, daily mail, day-to-day policy administration, Vendor management, etc. Provides effective leadership and management support for the operations management team. Helps determine and guides key strategic initiatives that support the overall business strategy.

LOCATION: Nationwide Pet Insurance

REPORTING RELATIONSHIPS: Reports to Executive; responsible for direct management of managers/supervisors and support staff and indirect management of various associates.


Responsible for analyzing business operations and establishing productivity plans, performance levels, and operational objectives.

Accountable for assuring excellence in performance consistent with contract requirements and established performance standards ensuring the timely delivery of services.

Drives a culture of coaching and feedback for personal and professional guidance. Develops talent in the organization for succession planning and handles all performance management tasks and related functions for team. Ensures associates are current and knowledgeable of the industry, competition and regulatory environment.

Responsible for development and implementation of best practices which lead to operational excellence to all functional teams. Accountable for achieving quantitative and qualitative performance expectations, meeting customer expectations as outlined in contracts.

Develops team strategies, objectives, policies, and plans as part of annual business growth plan.

Oversees the continuing review and study of all product/functional and/or customer problems, process problems and customer service quality problems to achieve the highest level of service possible.

Reviews all performance standards and measurements to ensure appropriateness and provides continuing tracking and reporting of results against all measurements to facilitate improvement in performance and productivity.

Contributes to business unit projects, studies and initiatives by providing technical or management insight to improve business unit position.

Serves as key member of business unit leadership team.

Assumes responsibility for budget preparation, implementation of approved budget, and management of budget.

Directs associate management including: performance management, salary planning and administration, training and development, workflow and organizational planning, hiring and placement, and disciplinary actions.

Performs other duties as assigned.


Education: Undergraduate studies in business administration or related field.

Experience: At least ten years experience in the insurance industry, specifically in operations. At least five years management experience.

Knowledge: Extensive knowledge of insurance products, laws and regulations, customer service, sales and/or marketing. Proven knowledge of applicable workflow processing, administrative policies, practices, and procedures.

Skills/Competencies: Command of all skills necessary for verbal and written communications with all levels of associates , clients, prospective clients, professionals, in order to manage relationships, make presentations; identify problems and make recommendations for creative action. Proven ability to set work priorities that conform to established standards and to evaluate and recommend solutions to work processing problems. Ability to develop strategy and to move the strategy into actionable events and implementation.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.


Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Non-standard or extended work hours as needed.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Job Family/Function: OPS/PSV

Job Evaluation Activity: 9/2013 KLG

Company info

Nationwide Mutual Insurance Company.
Website :

Company Profile
Nationwide is a company where every voice is heard and valued. We understand the importance of associates with different backgrounds, experiences and perspectives coming together to serve our customers. "I am proud of our associates and agents who help protect what matters most to our customers," Nationwide CEO Stephen S. Rasmussen said. "It’s our commitment to diversity and inclusion that helps us meet our On Your Side promise every day. From our board of directors to our executive team to our associates and agents, we know we can accomplish great things together."

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