Customer Experience Leader – Insurance Operations

Orion180 Insurance Services LLC; Melbourne (FL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid holidays

PTO

Job summary

Orion180 Insurance Services LLC in Melbourne, Florida, is seeking a Customer Experience Manager to lead the Customer Experience Team across Support, Policy Administration, and Inspections. You will drive service excellence, coach a growing team, and optimize processes with a focus on empathy and accountability.

This on-site role requires 2+ years in leadership, understands homeowners insurance workflows, and leverages AI and CRM tools to enhance customer interactions.

Qualifications

• Active P&C or Agency Service Representative license or ability to obtain within 60 days.
• Minimum 2 years in a supervisory/leadership role in insurance operations or customer service.
• Strong homeowners insurance knowledge and policy administration workflows.
• Experience managing teams of 5+ employees with performance metrics.

Responsibilities

• Lead, mentor, and inspire teams across Customer Support, Policy Administration, and Inspections.
• Develop and execute performance management programs and coaching strategies.
• Improve operations through technology, training, and data-driven process improvements.
• Track key metrics and present insights to leadership for operational advancement.

Skills

Leadership

Customer service

Self-starter

MS Office

AI technologies

CRM tools

Education

High school diploma

Bachelor's degree preferred

Tools

Zendesk

RingCentral

CRM systems

Microsoft Office

Job description

Orion180 Insurance Services LLC in Melbourne, Florida, is seeking a Customer Experience Manager to lead the Customer Experience Team across Support, Policy Administration, and Inspections. You will drive service excellence, coach a growing team, and optimize processes with a focus on empathy and accountability.

This on-site role requires 2+ years in leadership, understands homeowners insurance workflows, and leverages AI and CRM tools to enhance customer interactions.