Customer Experience Manager

Customer Experience Manager

We are actively searching for a Customer Experience Manager to join our fast‑paced and growing Customer Experience Team.

In this role, you will lead our Customer Experience Department, encompassing Customer Support, Policy Administration, and Inspections. You will guide a high‑performing team, optimize operations, and champion a culture of empathy, accountability, and continuous improvement — ensuring every policyholder and agency partner interaction reflects our brand’s commitment.

• 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.

• High school diploma required; bachelor’s degree preferred.
• 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.
• Strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
• Proven ability to manage and develop teams of 5+ employees, balancing performance metrics with employee engagement.
• Thrives in a fast‑paced environment with minimal supervision; proactively identifies and solves operational challenges.
• Deep understanding of best practices in customer engagement, retention, and satisfaction.
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Zendesk, Ring Central, or CRM/call center tools preferred.

• Competitive base pay and performance bonuses.
• Career growth through mentorship, growth tracks, and professional development.
• Medical, dental, vision, 401(k), paid holidays, PTO, and more.

Equality Statement:
Orion
180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations are available for qualified individuals with disabilities during the application process.