Platform Success Manager, Operations

Integrity Marketing Group • Dallas, TX

14h

About The Position

The Platform Success Manager, Operations acts as the primary link between management and team members, overseeing daily operations to ensure high-quality customer service, agent productivity, and target achievement. They are responsible for leading, mentoring, and monitoring a team, handling escalated calls, managing real-time metrics, and driving performance through coaching and feedback. Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com . Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.

Requirements

• Proficient knowledge of Integrity Products and Industry standards (insurance, SaaS)
• Knowledge of CMS, FCC, FTC, SEC, and NAIC compliance regulations
• Proficiently skilled in technical troubleshooting
• Skilled in leadership modalities
• Skilled in problem solving with a results-oriented mindset
• Ability to deescalate and retain upset customers
• Ability to hire, mentor, coach and train multifaceted teams
• 5+ years in a customer success role
• 2+ years training or coaching a team of 3 or more
• High School Diploma or GED required

Nice To Haves

• Bachelor’s degree in related field preferred

Responsibilities

• Team leadership & coaching: Mentoring team members, providing regular performance evaluations, and conducting feedback sessions to improve skills
• Operational oversight: Managing daily floor activity, including attendance, scheduling, and ensuring adherence to company policies
• Escalation handling: Stepping in to handle difficult user calls or complex inquiries that agents cannot resolve
• Performance tracking: Utilizing CRM tools to monitor KPIs (e.g., customer satisfaction levels, response times) and reporting to upper management.
• Process improvement: Identifying bottlenecks and implementing improvements to service procedures.
• Account management: Provide white glove B2B support for Partner Agencies and Partner Offices.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Product Suite.
• Other duties as assigned by leader.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees