For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

The Hanover is seeking a strategic, collaborative, and execution driven CL Performance Innovation - Director of Business Operations to help guide and advance our broad and diverse Specialty lines portfolio. In this highly visible role, you will partner closely with senior leaders to shape technology investments, streamline operations, and support key initiatives that drive growth and performance.

At The Hanover, we are committed to building a workplace where everyone feels valued and empowered. We believe that diverse backgrounds, perspectives, and experiences strengthen our organization and fuel innovation—and we actively welcome applications from all qualified professionals.

We are looking for a seasoned people leader with strong business acumen, a passion for operational excellence, and a natural affinity for technology-enabled solutions. If you thrive on solving complex challenges, leading high performing teams, and influencing cross functional decision‑making, this role offers a meaningful opportunity to make an impact.

We also recognize that work and life continue to evolve. That is why we support flexible work arrangements. This position supports a hybrid work schedule and can be based in either our Worcester, MA or Howell, MI office.

We encourage all qualified applicants to apply.

Position Overview

This position leads, manages, and develops Commercial Lines cross‑functional and/or cross‑site teams to deliver and improve targeted operating results. Drives creation and translation of strategic plans and resources to ensure success across all operational outcomes and functional areas and the field underwriting community. Key member of the Leadership team responsible for working across functional, organizational, and geographic areas to deliver results aligned with defined expectations, production and consultative support and resources as required. Partners with key constituents internally and externally to support and lead CL strategic objectives as well as broader enterprise and Specialty initiatives.

This is a full‑time, exempt role.

In This Role You Will

• Create and own business performance objectives for area of responsibility. Own the bottom line performance against plans.
• Champion process management, data analysis, and technical design to deliver best‑in‑class response times and output quality.
• Drive and coordinate processes to continually improve service, reduce expenses, increase responsiveness and flexibility, and manage growth and change through communication and prioritization of impact and dependencies.
• Ensure consistent, timely delivery of service. Develop and improve processes and resources to respond quickly and effectively to both routine and ad‑hoc requests.
• Evaluate and resolve competing priorities based on forecast and desired outcomes, and track and adjust both priorities and resources based on measured results.
• Build positive business relationships with internal and external partners to accomplish organizational goals.
• Champion cross‑functional and cross‑site collaboration to identify and promote operations best practices.
• Act as an expert resource for direct reports, other teams, business units, and leadership.
• Communicate results and issues to senior level management.
• Lead initiatives that support business strategies and financial goals.
• Develop leaders as part of succession planning and promote talent management for succession planning.
• Monitor volume and business plans, make timely staffing recommendations within established models and lead decisions for hiring managers within their operations.
• Lead strategy development and decision‑making and ensure effective implementation for applicable unit and team.
• Articulate, communicate, and obtain buy‑in across businesses using quantifiable data analysis.
• Identify and provide developmental opportunities through coaching and mentoring.
• Lead performance management by setting cascading goals, giving and receiving feedback, documenting, and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures. Identify and build leadership talent for succession planning.
• Provide salary administration recommendations that are directly linked to individual performance.
• Utilize technology and talent management to increase efficiency and scalability to support growth and service initiatives.

Key Measures of Success

• Think strategically; execute tactically while maintaining consistency of action and integrity of outcomes across multiple teams.
• Affectively reconcile multiple, competing issues and priorities and maintain focus and accountability in ambiguous situations.
• Open and proactive communication with leadership, peers, staff, and business partners.
• Excellent coaching skills. Develop managers into leaders, navigate and direct teams to effective outcomes across functional and organizational lines.
• Strong operations management skills, including project and program management, process analysis and design, and capacity planning.
• Positive feedback from Regional Vice Presidents, Chief Underwriting Officers, Commercial Lines Managers, agents, peers, and managers.

Required Skills & Experience and Competencies

• Leadership – demonstrates maturity, confidence, and ability to lead and manage change in a dynamic environment. Comfortable working in both collaborative and challenging circumstances and using appropriate techniques in each.
• Business Knowledge – understands the business performance measures and impact of operational activities. Has a working knowledge and understanding of the enterprise or business organizational structures and the goals.
• Talent Management – proactively fosters building, mobilizing, and evaluating the organization’s human assets. Establishes performance goals and measures to accomplish organizational goals.
• Communication skills – written, verbal, and presentation. Can articulate and support conclusions based on feedback, data, and analysis. Able to negotiate mutually beneficial solutions both internally and externally. Comfortable and adept in communicating with both technical and non‑technical stakeholders. Understands audience and modifies delivery of message as appropriate.
• Strong analytical skills – able to reconcile and resolve conflicting data to drive effective operational and business decisions and provide input for existing and undefined service metrics.

What You Need to Apply

• Bachelor’s Degree or equivalent experience
• 5–7 years of relevant work experience and 3+ years of proven experience leading cross‑function/diverse teams
• Knowledge of MS Office Suite
• Ability to work in a fast‑paced environment
• Ability to travel

Career Development

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on‑the‑job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

Benefits

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed. Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401(K) with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On‑site medical/wellness center (Worcester only)
• Click here for the full list of Benefits.

EEO Statement

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law. Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy

To view our privacy policy and online privacy statement, click here. Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short‑term incentive), long‑term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.