Orion180 Insurance Services

Agency Services Manager (Insurance)

Melbourne, FL

Sponsorship not specifiedDetected 90 days ago

CRMOperations ManagementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringUnderwriting

About the role

O rion180 is proud to call three vibrant cities home.
Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami.
Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.

Responsibilities

Team Leadership and Development: Lead, coach, and develop the Agency Services team, including performance management, goal setting, hiring, onboarding, and workforce planning as the team grows from its current size to a larger scaled support function.
Shared Services Oversight: Manage Agency Services as a shared-services model supporting both Independent Agents and Strategic Partnerships, ensuring clear prioritization, balanced workload distribution, and consistent service levels across channels.
Service Operations Management: Establish and manage day-to-day service operations, including intake workflows, case ownership, resolution standards, escalation paths, and service-level expectations.
Process Design and Improvement: Identify opportunities to improve onboarding and ongoing service processes, document standard operating procedures, and partner cross-functionally to implement scalable solutions.
Systems and Data Integrity: Ensure effective use of MY180, CRM, and related systems to maintain accurate agency records, track service interactions, and provide visibility into team performance and service trends.
Training and Enablement: Create, maintain, and enhance training resources and support materials for both internal team members and agency partners to improve adoption and self-sufficiency.
Cross-Functional Collaboration: Partner closely with Sales, Territory Managers, Strategic Partnerships, Operations, Underwriting, Product, and other internal teams to resolve issues and improve end-to-end service delivery.
Lead, coach, and develop the Agency Services team, including performance management, goal setting, hiring, onboarding, and workforce planning as the team grows from its current size to a larger scaled support function.
Manage Agency Services as a shared-services model supporting both Independent Agents and Strategic Partnerships, ensuring clear prioritization, balanced workload distribution, and consistent service levels across channels.
Establish and manage day-to-day service operations, including intake workflows, case ownership, resolution standards, escalation paths, and service-level expectations.

Requirements

Oversee the onboarding experience for new agency partners, ensuring all required documentation, system access, training, and handoffs are completed accurately and efficiently.
Strong ability to organize, scale, and improve service workflows in a fast-paced environment.
Strong judgment and issue-resolution skills with the ability to navigate complex service matters and competing priorities.
Operational Leadership: Strong ability to organize, scale, and improve service workflows in a fast-paced environment.
Problem-Solving: Strong judgment and issue-resolution skills with the ability to navigate complex service matters and competing priorities.
Agency Onboarding Excellence: Oversee the onboarding experience for new agency partners, ensuring all required documentation, system access, training, and handoffs are completed accurately and efficiently.
While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs).

Nice to have

High school diploma or equivalent required
Bachelor's degree in business, communications, operations, or a related field preferred.

Compensation

Competitive base pay and performance bonuses.
Career Growth: Mentorship, growth tracks, and professional development.

Benefits

Medical, dental, vision, 401k, paid holidays, PTO and more!
Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

Company info

Join Our Team & Make an Impact!
At Orion180, we don't just meet expectations, we exceed them.
If you're ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!
At Orion180, we don't just stand out for what we do; we shine because of how we do it.
We're looking for an Agency Services Manager to oversee and scale our Agency Services function as a shared-services team supporting both Independent Agents and Strategic Partnerships.

Equal opportunity

Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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