Agency Services Manager (Insurance)

About the role

Join Our Team as an Agency Service Manager!

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.
• 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.
• 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.
• Quality Assurance and Metrics: Define key service metrics, monitor team performance, audit work quality, and use data to improve turnaround times, accuracy, and overall agency experience.
• 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.
• Escalation Management: Serve as the primary point of escalation for complex agency issues, ensuring timely resolution and clear communication with stakeholders.

Requirements

• Experience: 5+ years of experience in insurance, agency support, service operations, sales support, or a related function, including prior people leadership or strong informal leadership experience.
• Education: High school diploma or equivalent required; Bachelor’s degree in business, communications, operations, or a related field preferred.
• Leadership Capability: Demonstrated ability to build and lead teams, manage priorities, drive accountability, and create a positive, high-performance team culture.
• 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.
• Analytics and Reporting: Ability to track service metrics, identify trends, and use data to drive decisions and performance improvements.
• Proactive and Self-Motivated: Takes initiative, anticipates needs, and drives improvements without waiting for direction.

Qualifications

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

Skills

• Strong leadership and coaching skills.
• Ability to manage multiple projects and prioritize tasks effectively.
• Excellent problem-solving and decision-making abilities.
• Strong analytical and reporting skills.
• Effective communication and interpersonal skills.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Paid holidays
• PTO