Bilingual Client Experience Manager – KPI & Ops Leader

Idea Insurance Agency; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

IDEA Insurance Agency in Orlando is seeking a bilingual Client Experience Manager to lead and coach both onsite and remote teams from our Orlando headquarters.

You will monitor KPIs, productivity, attendance and quality, conduct 1:1s, and ensure adherence to policies and workflows while resolving escalations.

This role requires strong leadership, communication, and problem-solving skills, with advanced Excel and Power BI experience highly desired.

Qualifications

• Proven management and Customer Service leadership experience – Required
• Demonstrated experience managing both remote and onsite teams
• Strong, verifiable experience managing KPIs and performance metrics
• Strong leadership presence with the ability to enforce expectations while maintaining a respectful and positive environment
• Excellent communication, organization, problem-solving, and follow-up skills
• Strong ability to follow procedures and ensure team compliance
• Advanced Microsoft Excel skills – Highly Desired
• Power BI experience – Highly Desired
• Project Management experience – Highly Desired

Responsibilities

• Lead, coach, and develop onsite and remote teams.
• Monitor and manage KPIs, productivity, attendance, quality, and overall team performance.
• Conduct 1:1s, coaching sessions, performance discussions, and team meetings.
• Ensure consistent compliance with company policies, procedures, SOPs, and workflows.
• Address performance or accountability concerns promptly and professionally.
• Analyze operational data and provide performance reports and recommendations to leadership.
• Manage client escalations and support an excellent customer experience.

Skills

Leadership

Customer service leadership

Team management

Communication

Problem solving

Organizational skills

Tools

Microsoft Excel

Power BI

Project management

Job description

IDEA Insurance Agency in Orlando is seeking a bilingual Client Experience Manager to lead and coach both onsite and remote teams from our Orlando headquarters.

You will monitor KPIs, productivity, attendance and quality, conduct 1:1s, and ensure adherence to policies and workflows while resolving escalations.

This role requires strong leadership, communication, and problem-solving skills, with advanced Excel and Power BI experience highly desired.