Agency Services Manager (Insurance)

Orion180; Melbourne (KY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Dynamic environment (onsite)

Competitive base pay + bonuses

Career growth & development

Medical, dental, vision, 401k, paidhol

Paid holidays, PTO

Job summary

Orion180 is seeking an Agency Services Manager to build and lead a high-impact service team within an insurance-focused shared-services model. You will drive onboarding excellence, manage day-to-day operations, and collaborate with Sales, Partnerships, and Operations to deliver fast, consistent, and best-in-class service.

Ideal candidates bring 5+ years in insurance or agency support with leadership experience, and a strong ability to design scalable processes, manage workloads, and improve

Qualifications

• 5+ years in insurance, agency support, service operations, or related function.
• Prior people leadership or strong informal leadership experience.

Responsibilities

• Lead, coach, and develop the Agency Services team, including performance management, hiring, onboarding, and workforce planning as the team grows.
• Manage Agency Services as a shared-services model supporting Independent Agents and Strategic Partnerships with clear prioritization and workload distribution.
• Oversee onboarding for new agency partners, ensuring documentation, system access, training, and handoffs are completed efficiently.
• Establish and manage day-to-day service operations, including intake workflows, case ownership, resolution standards, escalation paths, and SLAs.
• Identify opportunities to improve onboarding and ongoing service processes and document SOPs.
• Define service metrics, monitor performance, audit quality, and use data to improve turnaround times and experience.
• Ensure effective use of MY180, CRM, and related systems for accurate records and visibility.
• Create training resources for internal teams and agency partners to improve adoption.
• Collaborate with Sales, Territory Managers, Partnerships, Operations, Underwriting, and Product to improve end-to-end service.
• Serve as primary escalation point for complex agency issues.

Skills

Team Leadership

Shared Services

Onboarding

Service Operations

Process Improvement

Quality Metrics

Data Integrity

Training & Enablement

Cross-Functional Collaboration

Escalation Management

Education

High School Diploma

Bachelor's degree preferred

Tools

MY180

CRM

Job description

Join Our Team as an Agency Service Manager!

Are you ready to lead a high-impact service team in the insurance industry? 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. This role is responsible for building the team, formalizing processes, driving service excellence, and ensuring agency onboarding and ongoing support are delivered with speed, consistency, and a best-in-class experience.

WHAT YOU’LL DO:

• 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.

WHAT WE’RE LOOKING FOR:

• 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.

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: Mentorship, growth tracks, and professional development.
• Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

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.

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.

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 call [phone] to request assistance.

Orion180

Orion180 uses innovative technology and exceptional service to provide tailored homeowner's insurance solutions.

Orion180 empowers insurance agents with innovative home insurance solutions, tailored coverage, and advanced technology, fostering strong partnerships and ensuring exceptional service for clients.

930 S Harbor City Blvd, 302, Melbourne, Florida 32901, US