Agency Services Manager: Lead & Scale a Shared-Services Team

Orion180 Insurance Co.; Melbourne, Northern (FL, KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Orion180 Insurance Co. in Melbourne, FL, is seeking an Agency Services Manager to lead and scale our Agency Services function, supporting Independent Agents and Strategic Partnerships with speed, consistency, and a best-in-class experience.

You will build the team, formalize processes, oversee onboarding, manage day-to-day service operations, and collaborate cross-functionally with Sales, Underwriting, Product, and Operations to drive service excellence.

Qualifications

• 5+ years of experience in insurance, agency support, service operations, or a related function.
• Prior people leadership or strong informal leadership experience.
• Ability to design and improve onboarding and ongoing service processes.
• Strong collaboration across Sales, Underwriting, Product, Operations, and other teams.

Responsibilities

• Lead, coach, and develop the Agency Services team with performance management and onboarding.
• Manage Agency Services as a shared-services model for Independent Agents and Strategic Partnerships.
• Oversee onboarding experiences for new agency partners with accurate documentation and training.
• Manage day-to-day service operations: intake workflows, case ownership, and escalation paths.
• Design and improve processes, document SOPs, and partner cross-functionally to scale solutions.
• Define service metrics, monitor performance, and use data to improve turnaround times and accuracy.
• Ensure data integrity in MY180, CRM, and related systems.
• Create and maintain training resources for internal and agency partners.
• Collaborate with Sales, Territory Managers, Partnerships, Operations, Underwriting, and Product to resolve issues.
• Serve as escalation point for complex agency issues.

Skills

People leadership

Operations management

Cross-functional collaboration

Process improvement

Training and enablement

Education

High school diploma or equivalent

Tools

MY180 CRM

Job description

Orion180 Insurance Co. in Melbourne, FL, is seeking an Agency Services Manager to lead and scale our Agency Services function, supporting Independent Agents and Strategic Partnerships with speed, consistency, and a best-in-class experience.

You will build the team, formalize processes, oversee onboarding, manage day-to-day service operations, and collaborate cross-functionally with Sales, Underwriting, Product, and Operations to drive service excellence.