Service Leader, Real Estate Insurance Program

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 3,000 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!

JOB OVERVIEW:

We are seeking a highly driven and operationally minded Director of Service Delivery to lead the service function for the RealFoundations Network (RFN)—a premier insurance consortium platform serving sophisticated real estate organizations.

This role is the engine behind RFN’s service delivery model, responsible for managing the workflows of the service team and ensuring seamless execution across all member-facing operations.

You will oversee day-to-day performance, build scalable processes, and lead a high-performing team supporting renewals, invoicing, certificates, and overall member service.

 Own Service Delivery Execution

• Oversee all core service functions of the team:
  • Renewals & stewardship cycles
  • Invoicing & premium financing
  • Certificates & cancellations
  • Member servicing and issue resolution
• Ensure consistent, high-quality delivery aligned to defined SLAs and service standards

Run Daily Operations

• Manage workflow, priorities, and service pipeline across the team
• Lead issue triage and escalation management to protect member experience
• Monitor coordinated handoffs between the service team and the modeling, finance, claims, governance, and systems teams

Drive Renewal & Member Lifecycle Success

• Partner with client executives to ensure strong renewal readiness and execution
• Maintain alignment across the full member lifecycle, from pre-renewal through renewal and post-renewal)

Oversee Financial Operations

• Ensure accuracy and timeliness of invoicing and premium financing coordination
• Monitor exceptions, reconciliations, and service cycle times

Build Scalable Operations

• Prepare service operations for onboarding additional consortium programs
• Develop and standardize processes, playbooks, and workflows
• Ensure operations are consistent, repeatable, and audit-ready
• Reduce key‑person dependency by institutionalizing workflows, controls, and documentation

Drive Continuous Improvement

• Partner with systems and data teams to improve reporting and automation
• Identify inefficiencies and lead initiatives to streamline operations

What Success Looks Like

• A high-performing service team operating with strong ownership and accountability
• Consistent, on-time renewal execution with minimal service disruption
• Accurate, system‑generated invoicing and quarterly adjustments with reduced manual intervention
• Strong member satisfaction and responsiveness
• Standardized, scalable service processes across the platform
• On‑time renewals with clean data handoffs and minimal exception escalation
• Documented, repeatable service workflows that support audits and board‑level reporting

What You Bring

• 8+ years in insurance brokerage, program business, or related operations
• Proven experience managing ser