Nationwide Director, Operations - Pet in Brea, California

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

This role will be responsible for all operational support to effectively scale the business to achieve aggressive double-digit year over year growth. The area of responsibility for this role is broad and requires thorough knowledge of direct and third-party payroll deduction, direct to consumer financial transactions, workflow management, daily print fulfilment, and vendor management. This role will also work collaboratively with Sales and other leaders to operationalize strategic initiatives, identify business impact, and execute on organizational change management.

Job Description

Reports To: Reports to Executive; responsible for direct management of managers/supervisors and support staff, indirect management of various associates, and outsourcing partners.


  • 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 and/or financial industry, specifically in operations. At least five years management experience.

Knowledge: Extensive knowledge of direct and third-party payroll deduction, and vendor relationship management. Familiar with banking regulations and transactions including card not present electronic funds transfer.

Skills/Competencies: Ability to develop strategy and to move the strategy into actionable events and implementation. Requires a strategic thinker, who understands business impact and can execute changes throughout the organization. Continuous process improvements and organizational change management. Command of all skills necessary for verbal and written communications with all levels of associates, clients, prospective clients, professionals, to manage relationships, make presentations. Proven ability to set work priorities that conform to established standards and to evaluate and recommend solutions to work processing problems.

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.

Additional Job Description

Job ID: 52621