Head of Customer Experience

Equal Parts • Austin, TX

1d

About The Position

Equal Parts is an acquisition-first, AI-powered insurance brokerage building the fastest path to $1B in premium. We acquire independent agencies, then scale them on a unified platform powered by first-party technology and customer operations teams.
Our model depends on delivering a consistent, high-quality customer experience across every agency, every policy, and every renewal. This role owns that outcome.
We are hiring a Head of Customer Experience to own the full customer lifecycle - onboarding, servicing, and renewals - across the Equal Parts platform.
You own both retention and the operating system that delivers it. This means defining the lifecycle, standardizing the process, and executing through a combination of owned and embedded agency resources.
This is a foundational, 0 to 1 leadership role that carries direct accountability for retention across the Equal Parts book of business. You will build the systems, processes, and teams that define how customer experience operates at scale across a rapidly growing, acquisition-driven platform.

Requirements

• 8 to 12+ years in customer experience, service operations, or lifecycle management
• 6+ years of people leadership experience with demonstrated success building high performing teams in start-up environments
• Experience owning onboarding, servicing, or renewal functions at scale
• Strong operator who can design systems, partner with Product on roadmap, and drive execution across teams they directly lead as well as teams they influence
• Comfortable in acquisition-driven, rapidly evolving environments

Nice To Haves

• Experience in a high-growth tech startup environment strongly preferred
• Track record of building cross-functional accountability beyond your official span of control
• Insurance experience strongly preferred

Responsibilities

• Customer Lifecycle Ownership
• Own onboarding, servicing, and renewals end-to-end across all agencies
• Define and enforce a standardized lifecycle process and CX from bind through renewal
• Ensure consistent execution regardless of originating agency
• Retention Engine
• Own retention process and outcomes across the full book of business
• Operationalize renewal workflows, remarketing, and churn prevention
• Build the systems that make retention measurable, predictable, and actively managed
• Build the early warning system to intervene on at-risk renewals before they become losses
• Service Model Design + Central Processing
• Design and own the service model for how work moves across and between Producers, Account Managers, CSRs, and centralized Shared Services resources
• Design and build a central processing team for high-volume servicing and renewal work
• Define clear ownership, SLAs, and handoffs across all roles
• Acquisition Integration
• Ensure newly acquired agencies are rapidly onboarded into the lifecycle model
• Ensure every acquired book is protected early on and that no renewals fall through the cracks during transition
• Partner with our Integration team to implement workflows within days of close
• Bring consistency to fragmented legacy processes
• Data, Tooling, and Product Feedback
• Define and own lifecycle KPIs including retention, renewal hit rate, and SLA compliance
• Enforce clean data tied to lifecycle events
• Partner with Product to scale workflows within the platform

Benefits

• Major Medical Health Insurance – Robust medical coverage with employer contributions toward premiums.
• Voluntary Benefits – Access to dental, vision, supplemental life, disability, accident, and other optional coverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed