Customer Experience Manager - Dallas, TX

Company Intro

Orion180 is a premier insurance solution provider that leverages cutting-edge technology and its dedicated team members to bring more value to its customers, independent agents, and other business partners. Orion180’s vision is to be the premier provider of insurance solutions to our clients across the globe. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of product solutions.

Orion180 headquarters are located on the beautiful space coast of Melbourne, one of the best places to live in Florida. Melbourne offers affordable housing, transportation, and other amenities, and is in close proximity to major cities such as Orlando, Tampa, and Miami. Our second location is in Dallas, a growing city in Texas that is a hub for culture, business, and entertainment.

At Orion180 we have fostered a culture of success based on our three pillars : Do MORE, Be MORE, and Give MORE. Innovation in technology enables us to do MORE as we harness the power of our innovative proprietary technology. Innovation in service is the catalyst allowing us to give MORE and achieve the highest level of customer care. Our innovation in culture fosters an environment that empowers us to be MORE. This innovation-focused ecosystem enables our customers to Expect MORE.

Job Summary

Orion180 is seeking a highly skilled and experienced individual to lead and motivate our new Customer Experience team in Dallas, TX. In this role you will be responsible for overseeing the Customer Experience department, ensuring efficient and accurate processes for our insurance products. Your primary focus will be on managing and developing the Customer Experience team and driving operational excellence.

Role and Responsibilities

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Orion180 operations standards, established security / safety rules, and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and / or ability required to perform the job successfully :

• Lead and mentor a team of customer support representatives, providing guidance and coaching to ensure the delivery of an exceptional customer experience.
• Oversee daily customer support operations, ensuring accurate and timely processing of customer requests.
• Ensure compliance with regulatory requirements, industry standards, and company policies. Stay updated on relevant regulations, communicate changes to the team, and conduct periodic audits to mitigate risks.
• Monitor and analyze departmental performance KPIs, including omni channel service levels, individual and team productivity metrics, workload capacity. Identify trends and implement proactive measures to address performance gaps and enhance operational efficiency.
• Maintain and adjust the team’s daily schedule according to business needs, ensuring optimal attendance and adherence to the schedule.
• Assist team members in handling complex customer inquiries, complaints, and escalations, providing timely and effective resolutions to maintain high levels of customer satisfaction.
• Collaborate in the development of training programs to enhance the skills and knowledge of customer support representatives, providing ongoing training on product knowledge and customer service best practices.
• Collect and analyze customer feedback and satisfaction surveys, using insights to identify areas for improvement and implement initiatives to enhance the customer support experience.
• Foster a positive and collaborative team environment, encouraging continuous learning and professional growth among team members.

Qualifications and Education Requirements

Physical Demands

While performing general office duties for this position, the employee is regularly required to sit, stand and / or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, being able to lift light objects (

Work Environment

The office environment fast paced, dynamic, collaborative, and results driven. An employee must be willing to work their regularly assigned work schedule, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 460-8484 or HR@orion180.com .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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