VP Operations - Small Commercial and Middle Market Business Center

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Operations

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$206,000.00 - $332,200.00

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The Vice President, Market Facing Operations is responsible for ensuring overall operational excellence and superior service in support of the Small Commercial/Middle Market Business Center (SC/MMBC) business and Travelers Operations strategy. This role provides strategic oversight while ensuring a deep understanding and responsiveness to customer and stakeholder needs, with a primary focus on delivering measurable results that drive business growth.

As a member of the Operations senior leadership team, the incumbent contributes strategic thought leadership and maintains execution accountability across Business Insurance and Travelers Operations. The role includes shared accountability for defining and contributing to the strategic Business Insurance Operations agenda, ensuring all initiatives deliver tangible results aligned with organizational objectives.

Leading an organization of over 600 employees across an expansive geographic footprint, this position oversees the SC/MMBC segment—a dynamic organization comprised of several distinct business units with P&L and business plan contribution responsibilities, customer and agent interaction, and complex field organizational oversight. Success requires navigating diverse stakeholder relationships while consistently delivering results through operational excellence.

Key leadership competencies include inclusive leadership, talent metabolism, future-focused workforce management practices, and strong coaching and development skills. The role demands a results-driven approach that balances strategic vision with tactical execution to achieve business objectives and exceed performance expectations.

As of the date of this posting, Travelers anticipates that this posting will remain open until 2/6/26.

What Will You Do?

• Contribute to the overall Business Insurance strategic business agenda.

• In partnership with market facing business leadership, participate in development of business strategy. Ensure an Operational perspective is represented and demonstrate exemplary leadership to support profit, growth and expense management goals.

• Maintain thorough understanding of the business and business strategy to translate needs into internal operational capabilities.

• Develop and ensure the implementation of operational and policy service strategies, policies, workflow processes and standards, and performance measurements and metrics to support business and operational strategies; ensure effective and efficient execution of these strategies.

• Responsible for strategic and tactical business planning, people and resource management, customer service, operations and budget management.

• Provides strategic oversight for Operations supporting the BI businesses, ensuring a deep understanding and responsiveness to customer and stakeholder needs.

• Demonstrates sound fiscal management by allocating resources to meet business, operational and customer objectives, including forecasting, resource planning, prioritization and budgetary ownership.

• Provides leadership toward the achievement and attainment of consistent higher efficiency and quality results; assess and implement organizational improvements that will enhance success; coach and motivate leadership and teams to produce outstanding results and achievements.

• Provide leadership and stewardship to shape the customer experience to drive results; provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience.

• Provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience.

• Creates a high performing culture driven by individuals with diverse experiences, thoughts, and backgrounds.

• Purposefully foster a work environment where all employees are included and appreciated. Attract, retain, engage and develop employees from all cultures and backgrounds.

• Drives and owns change management across the organizations synchronous to business and operational strategies, integrating and streamlining operational delivery.

• Ensures commitment to and outcomes of a robust talent acquisition, development and management focus and process in alignment with business and Operations related strategies.

• Ensures compliance with regulatory requirements.

• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• 10 years work experience in a leadership role within an Field-Production, Operations or Service environment.

• Large scale organizational leadership experience.

• Strategic Planning and foresight - sets and drives cross-functional objectives and priorities and forms a vision for the future.

• Influencing, Leadership  - able to influence peers and broader teams through an inclusive style and recognition of their abilities and knowledge. 

• Understanding & Navigating the Organization.

• Building Relationships - leads and seeks effective partnerships across the organization.

• Talent and Culture Development.

• Change Leadership.

• Risk Taking, Innovation.

• Conceptual and practical understanding of related technology applications.

• Experience in flow business including operational aspects and sales and service capabilities.

• Bachelor’s Degree preferred.

What is a Must Have?

• Minimum seven years experience in a leadership role within a Field-Production, Operations or Service environment.

• Familiarity with Operations: metrics/productivity measurement, modeling and forecasting.