Customer Experience Manager

Orion180•Draper, UT

37d•Onsite

About The Position

We are actively searching for a Customer Experience Manager to join our fast-paced and growing Customer Experience Team! Are you a driven leader with a passion for operational excellence, performance management, and delivering an exceptional customer experience? We are seeking a Customer Experience Manager to lead our Customer Experience Department, encompassing Customer Support, Policy Administration, and Inspections. In this role, 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 to.

Requirements

High school diploma required; bachelor’s degree preferred.
U.S. Citizen or Green Card Holder Required
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).

Nice To Haves

experience with Zendesk, RingCentral, or CRM/call center tools preferred.

Responsibilities

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.