Customer Experience Manager
Customer Experience
Lead, mentor, and inspire a growing team across Customer Support, Policy Administration, and Inspections.
Implement performance management programs that foster accountability, skill development, and engagement.
Cultivate a collaborative, positive environment that encourages innovation, self-starting behaviors, and continuous learning.
Oversee daily insurance operations, ensuring consistency, efficiency, and compliance across all functions.
Streamline workflows and leverage technology to enhance productivity and response times.
Partner cross-functionally to align operational priorities with company goals and compliance standards.
Develop and refine training programs to strengthen product knowledge, communication skills, and service excellence.
Track and analyze key performance metrics, including service levels, productivity, quality assurance, and customer satisfaction.
Identify performance gaps, implement coaching strategies, and execute data-driven process improvements.
Gather and interpret customer feedback to inform policy, technology, and service enhancements.
Present reports and recommendations to leadership, highlighting trends and opportunities for operational advancement.
What We're Looking For
- Education and Work Authorization
- Experience and Licensing
Education: High school diploma required; bachelor’s degree preferred.
U.S. Citizen or Green Card Holder Required
Experience and Licensing: Active Property & Casualty (P&C) or Agency Service Representative License required, or ability to obtain within 60 days. Minimum of 2 years in a supervisory or leadership role within insurance operations or customer service.
Insurance Knowledge: Strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
Leadership Skills: Proven ability to manage and develop teams of 5+ employees, balancing performance metrics with employee engagement.
Self-Starter Mindset: Thrives in a fast-paced environment with minimal supervision; proactively identifies and solves operational challenges.
Customer Service Expertise: Deep understanding of best practices in customer engagement, retention, and satisfaction.
Technical Proficiency: Skilled in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Zendesk, RingCentral, or CRM/call center tools preferred.
What's in It for You
- Dynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.
- 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!
Office Environment
The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.
While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (
About the Role
We are actively searching for a Customer Experience Manager to join our fast-paced and growing Customer Experience Team!
Are you a driven leader with a passion for operational excellence, performance management, and delivering an exceptional customer experience? We are seeking a Customer Experience Manager to lead our Customer Experience Department, encompassing Customer Support, Policy Administration, and Inspections.
Qualifications
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!
Benefits
Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email hr@orion180.com to request assistance.