Agency Services Manager; Insurance

Join Our Team as an Agency Service Manager!

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 ability to organize, scale, and improve service workflows in a fast‑paced environment.
• Problem‑Solving: Strong judgment and issue‑resolution skills with the ability to navigate complex service matters and competing priorities.
• Analytics and Reporting: Ability to track service metrics, identify trends, and use data to drive decisions and performance improvements.
• Proactive and Self‑Motivated: Takes initiative, anticipates needs, and drives improvements without waiting for direction.

• Dynamic Environment
  :
  On‑site role with a fast‑paced and collaborative team culture. Results‑driven office where your contributions make a real impact.
• Compensation: Competitive base pay and performance bonuses.
• Career Growth: Mentorship, growth tracks, and professional development.
• Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!

While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (