Manager, Business Insurance Servicing

Gusto•Denver, CO

8d•Hybrid

About The Position

Gusto is building its own property and casualty insurance agency, and this hands-on leadership role will lead the licensed team servicing its commercial insurance book. The manager will hire, coach, and develop a small licensed team while owning service quality, operational performance, and compliance. The role also handles complex escalations directly and develops systems, standard operating procedures, and automation to help the function scale efficiently. The Business Insurance team is establishing an agency across core small commercial lines, including Workers' Compensation. The servicing leader works with carrier counterparts and partners across product, engineering, design, data, sales, and licensed insurance professionals to support an efficient, accurate quote, bind, and service experience. This position reports into Financial Services leadership. Gusto has physical offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office on designated days approximately two to three days per week, or more depending on the role. When approved to work elsewhere, employees need a secure, reliable, and consistent internet connection and are expected to maintain regular, predictable attendance. Gusto describes itself as an equal opportunity employer and provides reasonable accommodations for qualified applicants with disabilities and disabled veterans.

Requirements

At least 5 years of commercial lines service experience at an independent agency, brokerage, or carrier.
At least 1–2 years of experience leading or supervising a service team.
Workers' Compensation expertise, including class codes, experience modifiers, and premium audits; pay-as-you-go Workers' Compensation experience is a strong plus.
Experience using carrier portals and comfort working directly with carrier relationship managers.
Experience using AI tools in service work, coaching a team to use them, and turning manual processes into automated ones.
Strong compliance judgment to supervise licensed staff, including knowing when licensed sign-off, carrier approval, or documented files are required and building that discipline into the team.
A coaching-first leadership style focused on developing a capable team.
An active Property & Casualty producer license; a Colorado resident license is preferred, or the ability to obtain it within 90 days with Gusto's support.
Willingness to obtain nonresident licenses across Gusto's operating footprint.

Nice To Haves

Experience building or scaling a service function from scratch at an agency, insurtech, or MGA.
Industry designation such as CIC, CPCU, CISR, or AAI.
Existing multi-state or nonresident insurance licenses.
Pay-as-you-go Workers' Compensation experience.

Responsibilities

Hire, onboard, and lead a small team of licensed account managers, establishing service standards, escalation paths, and quality expectations.
Own service-level performance for the book, including response and resolution times, endorsement cycle time and accuracy, cancellation-queue save rate, and client satisfaction; report results to Financial Services leadership.
Personally manage difficult escalations, including contested or rescinded broker-of-record situations, complex coverage disputes, and carrier issues the team cannot resolve.
Own carrier relationships on servicing matters, including appointment paperwork, escalation channels, and SLA negotiation.
Represent the servicing function in cross-functional planning with product and engineering.
Convert recurring manual work into product requirements and partner with product and engineering on automation, including certificate generation, endorsement submission, and intake triage.
Promote the team's fluency in using AI tools in daily service work.
Own the function's compliance processes, including supervision documentation, continuing education tracking, and retention of records for licensed communications, in partnership with Legal and Compliance.
Coach team members through regular one-on-ones and performance conversations.
Build a hiring plan that keeps pace with the insurance book.