Surety Operations Manager

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This role sits at the intersection of strategy, operations, and technology within the Surety organization. You'll help modernize how work gets done, improving processes, advancing data and reporting capabilities, and enabling smarter decision-making across the business. With strong cross-functional exposure and the ability to influence meaningful change, this position offers the chance to lead impactful initiatives, drive continuous improvement, and shape the future of Surety operations in a growing, evolving environment.

This position offers a hybrid schedule (3 days in the office) for collaboration days, team meetings or other in-person events. The position can be based in Madison or West Bend.

The internal deadline to apply is 3/25/2026. External applications will be accepted on a rolling basis while the position remains open.

This role is responsible for leading operational execution, process improvement, and technology enablement initiatives within the Surety organization. Depending on level, the position will focus on either operational leadership and execution or broader strategic planning and division-wide initiatives. The role partners closely with underwriting and cross-functional teams to ensure systems, processes, and reporting capabilities support underwriting effectiveness, service delivery, and scalable growth.

Key Responsibilities

Lead operational, technology, and business initiatives that support Surety divisional objectives and long-term growth.
• Use data and reporting to monitor performance, identify trends, and recommend operational and process improvements.
• Develop, enhance, and maintain operational processes, metrics, and reporting to support day-to-day execution and leadership decision-making.
• Partner with underwriting and internal stakeholders to ensure operational tools, systems, and workflows effectively support business needs.
• Collaborate with cross-functional teams including IT, legal, finance, billing, claims, actuarial, product, and marketing to implement approved initiatives and system enhancements.
• Lead and develop a team of Systems Analysts, Product Owners, and Business Process Specialists, ensuring alignment to divisional priorities.
• Provide coaching, performance management, and professional development while fostering accountability and collaboration.
• Establish and maintain operational best practices and standard operating procedures that promote efficiency, consistency, and scalability.
• Maintain awareness of industry, economic, and competitive conditions to inform operational planning and strategic direction.

Preferred Experience and Skills

• 7-10+ years of experience in surety operations, underwriting support, underwriting, or related insurance operations roles
• 3-4+ years of leadership or people management experience
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Effective written and verbal communication skills
• Understanding of insurance or surety operational workflows, systems, data sources, and cross-functional business processes
• Ability to collaborate across multiple functional areas and influence stakeholders
• Project management and organizational skills to support operational and technology initiatives
• For senior-level candidates: demonstrated experience providing strategic direction and leading division-wide or national initiatives

Preferred Education and Training

• Bachelor's degree in business, insurance, or related field, or equivalent experience in surety underwriting or operations

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The salary range for this position is $109,432 - $154,574.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.

West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Short and Long Term Disability
• Flexible Spending Accounts
• Life and Accidental Death & Disability
• Accident and Critical Illness Insurance
• Employee Assistance Program
• 401(k) Plan with Company Match
• Pet Insurance
• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
• Bonus eligible based on performance
• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.