Agency Services Manager; Insurance

At Orion
180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

Orion
180 is proud to call three vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.

Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.

Are you ready to lead a high-impact service team in the insurance industry? We’re looking for an Agency Services Manager to oversee and scale our Agency Services function as a shared-services team supporting both Independent Agents and Strategic Partnerships. This role is responsible for building the team, formalizing processes, driving service excellence, and ensuring agency onboarding and ongoing support are delivered with speed, consistency, and a best‑in‑class experience.

• Team Leadership and Development:
  Lead, coach, and develop the Agency Services team, including performance management, goal setting, hiring, onboarding, and workforce planning as the team grows from its current size to a larger scaled support function.
• Shared Services Oversight:
  Manage Agency Services as a shared‑services model supporting both Independent Agents and Strategic Partnerships, ensuring clear prioritization, balanced workload distribution, and consistent service levels across channels.
• Agency Onboarding Excellence:
  Oversee the onboarding experience for new agency partners, ensuring all required documentation, system access, training, and handoffs are completed accurately and efficiently.
• Service Operations Management:
  Establish and manage day‑to‑day service operations, including intake workflows, case ownership, resolution standards, escalation paths, and service‑level expectations.
• Process Design and Improvement:
  Identify opportunities to improve onboarding and ongoing service processes, document standard operating procedures, and partner cross‑functionally to implement scalable solutions.
• Quality Assurance and Metrics:
  Define key service metrics, monitor team performance, audit work quality, and use data to improve turnaround times, accuracy, and overall agency experience.
• Systems and Data Integrity:
  Ensure effective use of MY180, CRM, and related systems to maintain accurate agency records, track service interactions, and provide visibility into team performance and service trends.
• Training and Enablement:
  Create, maintain, and enhance training resources and support materials for both internal team members and agency partners to improve adoption and self‑sufficiency.
• Cross‑Functional
  
  Collaboration:
  
  Partner closely with Sales, Territory Managers, Strategic Partnerships, Operations, Underwriting, Product, and other internal teams to resolve issues and improve end‑to‑end service delivery.
• Escalation Management:
  Serve as the primary point of escalation for complex agency issues, ensuring timely resolution and clear communication with stakeholders.

• Experience:
  
  5+ years of experience in insurance, agency support, service operations, sales support, or a related function, including prior people leadership or strong informal leadership experience.
• Education:
  
  High school diploma or equivalent required;
  Bachelor’s degree in business, communications, operations, or a related field preferred.
• Leadership Capability:
  Demonstrated ability to build and lead teams, manage priorities, drive accountability, and create a positive, high‑performance team culture.
• Operational Leadership:
  Strong…