Customer Experience Manager

Orion180 Insurance Services; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

On-site role with collaborative team

Competitive base pay and performance/;

Mentorship and growth tracks

Medical, dental, vision benefits

Job summary

Orion180 Insurance Services in Melbourne, VIC, is seeking a Customer Experience Manager to lead the Customer Experience Department spanning Support, Policy Administration, and Inspections. You will guide a high-performing team, optimize operations, and drive a culture of empathy, accountability, and continuous improvement to ensure every policyholder and agency partner interaction reflects our brand.

This role requires leadership, strong insurance knowledge, and a passion for data-driven service

Qualifications

• Education: High school diploma required; bachelor’s degree preferred.
• Active P&C (Property & Casualty) license required or ability to obtain within 60 days.
• Minimum 2 years in a supervisory/leadership role in insurance operations or customer service.
• Strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
• Ability to manage and develop teams of 5+ employees while balancing metrics and engagement.
• Proficient in Microsoft Office; experience with Zendesk, RingCentral, or CRM/call center tools.
• Knowledge of and experience implementing AI technologies.

Responsibilities

• Lead, mentor, and inspire a growing team across Customer Support, Policy Administration, and Inspections.
• Implement performance management programs to foster accountability, skill development, and engagement.
• Coach team members to deliver empathetic, solution-oriented customer service and handle escalations professionally.
• Cultivate a collaborative environment that encourages innovation and continuous learning.
• Oversee daily insurance operations, ensuring consistency, efficiency, and compliance across functions.
• Streamline workflows and leverage technology to improve productivity and response times.
• Partner cross-functionally to align operational priorities with goals and compliance standards.
• Develop and refine training programs to strengthen product knowledge and service excellence.
• Track and analyze key performance metrics and present insights to leadership.

Skills

Leadership

Performance management

Customer service

Team development

Analytical thinking

AI technologies

Microsoft Office

Zendesk

CRM tools

Education

High school diploma

Bachelor’s degree preferred

Tools

Zendesk

RingCentral

CRM / call center tools

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:

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,

• 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: M entorship, 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 to request assistance.

Customer Experience Manager • Melbourne, VIC, AU