Customer Experience Manager

Orion180; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid holidays

PTO

Job summary

Orion180 in Melbourne is seeking a Customer Experience Manager to lead our Customer Experience Department, overseeing Customer Support, Policy Administration and Inspections, guiding a high-performing team, and driving operational excellence with empathy and accountability.

You will champion continuous improvement, deliver data-driven service improvements, and report to leadership on trends. On-site role offering competitive base pay, performance bonuses, and comprehensive benefits.

Qualifications

• Education: High school diploma required; bachelor’s degree preferred.
• License: 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: 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.
• Knowledge of and experience implementing and utilizing artificial intelligence (AI) technologies.

Responsibilities

• 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.
• Coach team members to deliver empathetic, solution-oriented customer service, handling escalations with professionalism and care.
• 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.

Skills

Leadership

Customer service

Performance management

Team development

Operational excellence

Empathy

Data-driven decision making

Communication

Problem solving

Education

High school diploma

Bachelor’s degree preferred

Tools

Zendesk

RingCentral

CRM tools

Microsoft Office

Job description

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. In this role, you will guide a high-performing team, optimize operations, and champion a culture of empathy, accountability, and continuous improvement — ensuring every policyholder and agency partner interaction reflects our brand’s commitment to.

In this role, you will be responsible for, but not limited to:

Leadership & Team Development

• 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.
• Coach team members to deliver empathetic, solution-oriented customer service, handling escalations with professionalism and care.
• Cultivate a collaborative, positive environment that encourages innovation, self-starting behaviors, and continuous learning.

Operational Excellence

• 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.

Reporting & Performance Management

• 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

• 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.
• Knowledge of and experience implementing and utilizing artificial intelligence (AI) technologies.

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!

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 (<25 lbs); and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.

Orion180 is an 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.

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email [e-mail] to request assistance.