Customer Service Manager - State Farm Agent Team Member

Operations Manager — High-Performing State Farm Agency

Location: Lexington, VA (with travel between two offices in the Shenandoah Valley)

Compensation: $75,000 – $100,000 annually (based on experience and qualifications)

Benefits:

• Travel opportunities
• Life insurance
• 401(k) matching
• Bonus based on performance
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Training & development
• Opportunity for advancement

About Us:

We are a top‑performing, growth‑oriented State Farm agency with two thriving locations serving thousands of households across Virginia. Our team has earned industry‑leading results through exceptional service, high standards, and a relentless commitment to excellence. As we continue to grow, we are seeking an experienced and highly motivated Operations Manager to help scale our business, enhance accountability, and strengthen operational performance.

Position Overview:

You will be the key driver of day‑to‑day business operations — ensuring our team, systems, and processes all function seamlessly. This individual will directly manage 15–20 licensed sales and service agents and serve as the primary link between agency leadership and team members. You will report directly to the Agency Owner and act as the implementer of the agency’s strategic vision, executing ideas into action while maintaining a culture of accountability, productivity, and operational excellence.

Key Responsibilities:

• Oversee daily operations of two high‑volume agencies, ensuring consistent execution across sales, service, and administrative functions.
• Lead, coach, and hold accountable a team of 15–20 licensed agents. Conduct performance reviews, monitor key metrics, and address underperformance constructively and professionally.
• Manage contact with recruiter, onboarding, and benefit programs. Handle personnel matters objectively and maintain a healthy, professional team culture.
• Track and analyze daily performance data including outbound calls, quotes, sales conversions, customer retention, and marketing sources.
• Execute the Agency Owner’s strategic priorities by developing and maintaining efficient systems, workflows, and accountability structures.
• Leverage Salesforce, Microsoft Excel, and CRM reporting tools to manage data accuracy, performance dashboards, and process automation.
• Conduct daily and weekly team meetings, ensuring alignment with agency goals. Facilitate productive communication between the owner and staff.
• Address team challenges proactively while keeping the owner informed of key developments — without requiring their daily involvement.
• Maintain operational compliance and ensure all team members are current with licensing and continuing education requirements.
• Foster an environment of mutual respect, accountability, and performance — balancing empathy with results.

Qualifications:

• Bachelor’s degree required (Business, Management, Finance, or related field preferred).
• 5+ years of experience managing operations or teams in a sales, insurance, or financial services environment.
• Demonstrated experience in leading people, managing performance, and fostering accountability in a results‑driven culture.
• Advanced proficiency in Microsoft Office, Outlook, and Salesforce (or similar CRM platform).
• Exceptional organizational, communication, and leadership skills.
• Strong ability to prioritize, delegate, and execute multiple initiatives simultaneously.
• Willingness to obtain insurance licenses within the first 90 days.
• Integrity, professionalism, and discretion when managing confidential information and employee issues.
• A natural leader and implementer who thrives on structure, clarity, and results.
• Decisive and composed — able to make sound decisions under pressure.
• Comfortable serving as the “buffer” between ownership and staff — ensuring the team is managed, not micromanaged.
• A strategic executor who can translate big‑picture vision into daily process.
• Not afraid to hold people accountable and have tough conversations when needed.
• Resourceful, organized, and proactive — someone who doesn’t wait to be told what to do.
• Excited by a fast‑paced, growing business where performance and culture both matter deeply.

Ideal Candidate Traits:

• A…