Director, Commercial Lines Operations – Hybrid (Boston/Webster)

About the role

Mapfre is seeking a transformational operations leader to modernize and scale its Commercial Lines business. As Director, Commercial Lines Operations you will lead underwriting operations, service delivery, workflow optimization, and performance initiatives that drive profitable growth and an exceptional agent and customer experience.

Key responsibilities

• Lead operational transformation of Commercial Lines, including underwriting support, service operations, workflow redesign, and performance management.
• Establish a centralized Underwriting Assistant model, develop SOPs, RACI frameworks, process maps, and implement workflow management tools to improve cycle times and visibility.
• Partner with Technology to advance modernization initiatives such as Guidewire enhancements, workflow automation, submission intake automation, and rating tools.
• Lead and develop high‑performing teams of Underwriting Assistants, service staff, and offshore partners, setting performance expectations and career development programs.
• Collaborate with Underwriting and Distribution to remove operational barriers, improve referral processes, and enhance agent and customer experience across the policy lifecycle.

Required profile

• Bachelor’s degree required; MBA or advanced degree preferred.
• 10+ years of Property & Casualty insurance experience, including 5+ years in Commercial Lines operations, underwriting operations, or transformation leadership.
• Proven experience leading large‑scale operational teams and managing vendor/offshore partnerships.
• Demonstrated success designing workflow models, operating procedures, performance metrics, and operational dashboards.
• Deep understanding of Commercial Lines workflows such as submission intake, triage, rating, underwriting support, and policy servicing.

Required skills

• Guidewire platform expertise.
• Workflow automation tools.
• Rating and submission intake automation tools.
• Workflow management and queue solutions.
• Productivity dashboards and operational reporting.

What we offer

• Salary range $121,000 – $170,000 plus potential bonus.
• Flexible paid time off combining vacation, personal, volunteer and sick time.
• 401(k) with company matching and profit‑sharing contributions.
• Comprehensive medical, dental and vision coverage, plus STD, LTD, life insurance, FSA, HSA and wellness programs.
• Opportunities for career growth through tuition reimbursement, leadership programs and internal mobility.