Agency Services Manager – Scale & Elevate Insurance Support

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

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