Service Manager, Insurance

AAA Oregon-Idaho•Boise, ID

30d•$90,000 - $95,000•Hybrid

About The Position

The Service Manager provides operational leadership and execution of service strategy for AAA Oregon/Idaho’s unified Insurance service organization. The role is accountable for member service, policy retention, service quality, workforce effectiveness, process standardization, and the successful use of company-approved technology and automation. The Service Manager leads the Service Supervisor and functional Service Leads, establishes common service and retention expectations, and partners with Sales and Operations leaders to support sustainable agency growth and a consistent member experience.

Requirements

Current Property and Casualty insurance license required, or ability to obtain and maintain the license within the timeframe established by the Company.
Prior people-leadership experience required, including experience leading through supervisors, team leads, or multiple service functions preferred.
Strong knowledge of personal lines insurance service, carrier workflows, retention practices, quality management, and member experience.
Demonstrated ability to manage service operations using key performance indicators, workforce data, quality results, and operational reporting.
Experience leading process improvement, organizational change, workflow standardization, and technology adoption.
Strong coaching, communication, collaboration, conflict-resolution, and decision-making skills.
Ability to analyze complex operational issues, establish priorities, make sound judgments, and communicate recommendations clearly.
Ability to learn and consistently use insurance, CRM, communication, Microsoft 365, reporting, workforce-management, and automation technologies.

Nice To Haves

Bachelor’s degree in business, insurance, management, or a related field preferred; equivalent relevant experience may be considered.
Five or more years of progressively responsible experience in insurance service, agency operations, contact center operations, or a related environment preferred.
Professional insurance designations, contact center leadership experience, or process-improvement credentials preferred.

Responsibilities

Provides operational leadership and execution of service strategy for AAA Oregon/Idaho’s unified Insurance service organization.
Accountable for member service, policy retention, service quality, workforce effectiveness, process standardization, and the successful use of company-approved technology and automation.
Leads the Service Supervisor and functional Service Leads.
Establishes common service and retention expectations.
Partners with Sales and Operations leaders to support sustainable agency growth and a consistent member experience.