Insurance Operations Manager

Orion180 • Draper, UT

21d • Onsite

About The Position

Are you a driven leader with a passion for operational excellence, performance management, and delivering an exceptional customer experience? We are seeking an Insurance Operations 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 excellence.

Requirements

• Education: High school diploma required; bachelor’s degree preferred.
• Licensing: Active Property & Casualty (P&C) or Agency Service Representative License required, or ability to obtain within 60 days.
• Experience: Minimum of 2 years in a supervisory or leadership role within insurance operations or customer service.
• Insurance Knowledge: Strong understanding of homeowners insurance, policy administration workflows, and regulatory compliance.
• Leadership Skills: Proven ability to manage and develop teams of 5+ employees, balancing performance metrics with employee engagement.
• Self-Starter Mindset: Thrives in a fast-paced environment with minimal supervision; proactively identifies and solves operational challenges.
• Customer Service Expertise: Deep understanding of best practices in customer engagement, retention, and satisfaction.
• Technical Proficiency: Skilled in Microsoft Office Suite (Word, Excel, PowerPoint); 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.

Benefits

• Dynamic Culture: Join a forward-thinking team redefining the insurance experience through innovation and technology.
• Career Growth: Advance your leadership skills and build your career in a company that values initiative and excellence.
• Meaningful Impact: Play a vital role in shaping how we serve our customers and elevate our operational performance every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED