Shared Services Lead - Personal Lines

Equal Parts • Austin, TX

2d

About The Position

We are looking for a Personal Lines Team Lead, Shared Services to build and run the Personal Lines Shared Services function from the ground up.
This role is central to our ability to scale efficiently while maintaining a high-quality, consistent customer experience across agencies. In the near term, you will both do the work and design how the work gets done—owning day-to-day Personal Lines servicing while partnering with leadership, product, and agency teams to establish clear workflows, service standards, and measurement.
Over time, this role will evolve into leading and developing a Personal Lines Shared Services team and operating as a peer to the Commercial Lines Shared Services lead.
This is not a back-office maintenance role.
This is a high-ownership, player-coach role for someone who thrives in ambiguity, loves operational problem-solving, and wants to help build something that will scale.

Requirements

• 3–7 years of experience in insurance operations, servicing, or customer support
• Active resident state insurance license required
• Strong familiarity with Personal Lines insurance workflows, including renewals, endorsements, and carrier communications
• Comfort operating in a player-coach model—executing work while improving systems and process
• Strong operational judgment and ability to triage, prioritize, and make tradeoffs
• Experience working in fast-changing environments with evolving tools and processes
• High attention to quality, follow-through, and accountability
• Clear communicator who works well with frontline teams and leadership

Responsibilities

• The day-to-day execution of Personal Lines Shared Services work across inbound requests and system-driven notifications
• Triage, prioritization, and ticket creation for renewals, carrier notices, policy changes, and customer inquiries
• A portion of hands-on Personal Lines servicing work, especially higher-judgment or early-stage processes
• Service quality and SLA adherence across Personal Lines Shared Services
• Clear, documented workflows for how Personal Lines work flows into and through Shared Services
• Ongoing refinement of processes as tools, platforms, and volume evolve
• Visibility into service volume, backlog, and risk, with clear escalation paths
• Training, support, and day-to-day coaching of team members as capacity grows
• Close partnership with Product, Platform, Operations, and agency teams to adapt execution as systems change

Benefits

• Major Medical Health Insurance with employer premium contributions
• Voluntary benefits including dental, vision, supplemental life, disability, and accident coverage

What This Job Offers

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