Customer Experience Leader – Insurance Ops & Service

Orion180; Melbourne (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid holidays

PTO

Job summary

Orion180 in Melbourne, FL is seeking a Customer Experience Manager to lead our growing CX team across Customer Support, Policy Administration, and Inspections. You will drive empathy-driven service, optimize workflows, and implement performance programs to elevate policyholder and agency partner interactions.

Ideal candidates bring 2+ years in a supervisory role in insurance operations, a current P&C license or ability to obtain within 60 days, and strong experience with Zendesk, RingCentral,

Qualifications

• Active Property & Casualty (P&C) or Agency Service Representative license required, or ability to obtain within 60 days.
• Minimum of 2 years in a supervisory or leadership role within insurance operations or customer service.
• Insurance knowledge: strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
• Leadership skills: proven ability to manage and develop teams of 5+ employees, balancing performance metrics with employee engagement.
• Self-starter mindset: thrives in a fast-paced environment with minimal supervision; proactively identifies and solves operational challenges.

Responsibilities

• Lead, mentor, and inspire a growing team across Customer Support, Policy Administration, and Inspections.
• Implement performance management programs that foster accountability, skill development, and engagement.
• Coach team members to deliver empathetic, solution-oriented customer service, handling escalations with professionalism and care.
• Cultivate a collaborative, positive environment that encourages innovation, self-starting behaviors, and continuous learning.
• Oversee daily insurance operations, ensuring consistency, efficiency, and compliance across all functions.
• Streamline workflows and leverage technology to enhance productivity and response times.
• Partner cross-functionally to align operational priorities with company goals and compliance standards.
• Develop and refine training programs to strengthen product knowledge, communication skills, and service excellence.
• Track and analyze key performance metrics, including service levels, productivity, quality assurance, and customer satisfaction.
• Identify performance gaps, implement coaching strategies, and execute data-driven process improvements.
• Gather and interpret customer feedback to inform policy, technology, and service enhancements.
• Present reports and recommendations to leadership, highlighting trends and opportunities for operational advancement.

Skills

Leadership

Team management

Customer service strategy

Performance management

Data analysis

Self-starter

Communication

Education

High school diploma (required)

Bachelor’s degree preferred

Tools

Zendesk

RingCentral

Microsoft Office

Job description

Orion180 in Melbourne, FL is seeking a Customer Experience Manager to lead our growing CX team across Customer Support, Policy Administration, and Inspections. You will drive empathy-driven service, optimize workflows, and implement performance programs to elevate policyholder and agency partner interactions.

Ideal candidates bring 2+ years in a supervisory role in insurance operations, a current P&C license or ability to obtain within 60 days, and strong experience with Zendesk, RingCentral,