Insurance CX Leader: Operations & Support

Orion180 Insurance Co.; Melbourne, Northern (FL, KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

On-site role

Professional development

Job summary

Orion180 Insurance Co. is seeking a Customer Experience Manager to lead our Customer Experience Department, including Customer Support, Policy Administration, and Inspections, across multiple offices from Florida to Texas and Utah.

You will guide a high-performing team, streamline operations, and drive an unwavering focus on empathy and accountability to deliver exceptional policyholder experiences. The role requires leadership experience in insurance operations, a strong understanding of

Qualifications

• Must have or be able to obtain Active Property & Casualty (P&C) or Agency Service Representative License within 60 days.
• Minimum 2 years in a supervisory or leadership role within insurance operations or customer service.
• Strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
• Proven ability to manage teams of 5+ employees with performance monitoring and engagement.

Responsibilities

• Lead and mentor a growing team across Customer Support, Policy Administration, and Inspections.
• Implement performance management programs to drive accountability and skill development.
• Coach team members to deliver empathetic, solution-oriented service and handle escalations professionally.
• Oversee daily insurance operations for consistency, efficiency, and compliance across functions.
• Track KPIs, identify gaps, and drive data-driven improvements.

Skills

Leadership

Team management

Customer service

Communication

Self-starter

Problem solving

AI technologies

Education

High School Diploma

Bachelor’s degree preferred

Tools

Zendesk

CRM systems

RingCentral

Job description

Orion180 Insurance Co. is seeking a Customer Experience Manager to lead our Customer Experience Department, including Customer Support, Policy Administration, and Inspections, across multiple offices from Florida to Texas and Utah.

You will guide a high-performing team, streamline operations, and drive an unwavering focus on empathy and accountability to deliver exceptional policyholder experiences. The role requires leadership experience in insurance operations, a strong understanding of