Senior Director, Systems Operations - Enterprise Platforms

About Acrisure

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. 

In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.

Job Summary:

The Senior Director, Digital & Systems Operations is a critical enterprise operations leader responsible for ensuring stability, performance, and ongoing optimization of Acrisure’s core servicing platforms and workflows across all lines of business, including North America Retail, Specialty, International, Title, and Digital. 

This role leads the operational execution and support of agency management systems, workflow platforms, and client-facing tools that enable consistent, high-quality service delivery across multiple geographies and market segments. The ideal candidate blends operational rigor with a strong understanding of insurance servicing, workflow digitization, and offshore/nearshore delivery strategies. 

Responsibilities:

Enterprise Operations & Platform Leadership 

• Lead daily operations and support for core platforms across all business units ensuring reliability, scalability, and business alignment. 
• Manage SLAs, incident resolution, and change management across a diverse set of business units and international regions. 
• Establish enterprise-wide support models and escalation protocols to ensure efficient service delivery across functions. 

Digital Workflow Optimization & Automation 

• Identify opportunities to streamline servicing workflows through digital tools, automation, and integration across insurance, title, and specialty platforms. 
• Contribute to the design and operational readiness of self-service portals and digitally native workflows that support Acrisure’s multi-product strategy. 
• Support AI- and automation-driven transformation efforts to reduce manual work and enhance client outcomes. 

Cross-BU & Global Operational Support 

• Collaborate with operational and technology leads across Retail, Specialty, Title, International, and Digital business lines to align support with regional and functional needs. 
• Drive workflow standardization and knowledge sharing across regions, while supporting localization where required by regulation or business structure. 
• Facilitate coordination across field operations, IT, and business leadership to ensure seamless service experience regardless of geography or business unit. 

Vendor & Offshore Relationship Management 

• Manage relationships with offshore vendors and global support teams, ensuring clear work allocation, KPI tracking, and operational effectiveness. 
• Develop and execute strategies that leverage outsourcing, offshoring, and hybrid delivery models to improve cost and service performance. 
• Evaluate vendor performance and identify improvement opportunities or transitions where needed. 

Data & Performance Management 

• Monitor and report on KPIs across system uptime, workflow completion rates, offshore productivity, and service efficiency. 
• Use performance analytics to drive improvement plans across platforms, regions, and delivery channels. 
• Ensure compliance with data handling standards and operational controls in support of internal and external audit needs. 

Requirements:

• Experience supporting operations across different insurance sectors (e.g., P&C, Title, Specialty) or across international regulatory environments. 
• Familiarity with platform integrations, client portal development, and workflow automation tools. 
• Understanding of support requirements for digital-first business models and multi-product servicing environments. 
• Exposure to technology transformation, M&A integration, or shared services scaling initiatives. 

What You’ll Gain 

• The opportunity to shape and scale platform operations across one of the most diversified fintech and insurance portfolios in the industry. 
• High-impact visibility across multiple lines of business and regions. 
• A collaborative, entrepreneurial environment focused on innovation and operational excellence. 
• The ability to drive measurable