Manager of Insurance Service

About Obie

At Obie, we are shaking up landlord insurance, making it easily available for landlords and real estate investors both when and where they need it. With a focus on driving efficiency and innovation for our customers and within our team, we’re on the search for new talent that can take Obie to the next level.

At Obie, you’ll collaborate with a diverse team that embraces evidence-based decision making, learns from failure, accepts feedback, and is always prepared to make changes for the better. You’ll be expected to operate with flexibility and leverage your curiosity to drive innovation while collaborating with colleagues across teams and areas of expertise. Our ideal teammates are kind, passionate, committed to excellence and eager to nerd out over the best ways to make Obie even better.

Our Chicago based employees are hybrid, and expected to be in office on Tuesdays and Thursdays.

While Obie does offer fully remote opportunities for those outside of Chicagoland, we are only currently hiring in the following states: AZ, CA, DC, FL, GA, IL, IN, LA, MA, MI, MO, NH, NJ, NY, NC, OH, OR, PA, SC, SD, TN, TX, UT, WA, WI

Brief Summary Of Role

Reporting to the Head of Insurance Service, you'll utilize your extensive P&C insurance leadership experience to drive exceptional results. Your responsibilities will include developing a high-performing team, refining processes, implementing effective training programs, and fostering strong relationships across the organization to enhance partner and customer satisfaction.

As the Manager of Insurance Service at Obie, your primary responsibility will be leading and managing a team of remote service professionals. You'll work to improve customer retention, enhance associate engagement, and optimize performance management. This role will involve developing clear and impactful processes to meet service and retention targets that deliver exceptional service across various distribution channels.

What You'll Do

• Provide dynamic leadership to a team of insurance service professionals, ensuring alignment with organizational objectives and maintaining clarity on priorities
• Collaborate with the Head of Insurance Service to establish and oversee operational targets, implement best practices, and design training initiatives across various distribution channels
• Develop, maintain, and enforce standard operating procedures to ensure regulatory compliance, operational efficiency, and superior customer satisfaction
• Identify and address call center deficiencies or enhancements, proposing updates to technology, staffing, and policies to elevate customer service and retention
• Analyze operations and establish key performance metrics to evaluate and enhance agent performance, emphasizing timeliness, accuracy, and efficiency
• Cultivate collaborative relationships with cross-functional stakeholders to drive operational excellence, support service initiatives, and achieve organizational objectives
• Ensure adherence to regulatory requirements and company policies, promoting a culture of compliance and ethical conduct
• Lead by example, actively engaging in day-to-day operations as needed
  
  

What You'll Bring

• 6+ years of service/sales management experience in a P&C call center or start-up environment, effectively managing a team of 8 or more customer facing associates.
• Commercial lines experience with a strong emphasis on customer and policy retention strategies is preferred
• 4+ years of experience in insurance service or retention manager roles, demonstrating success in retaining policies and enhancing customer satisfaction.
• Experience at an MGA/MGU/Program Administrator and/or insurtech is preferred
• P&C license required
• Deep knowledge of insurance industry regulations, policies, and procedures, particularly as they relate to customer and policy retention efforts
• Proven track record utilizing Salesforce to measure and drive individual and team KPIs, with a focus on optimizing performance and enhancing customer service
• Excellent communication, negotiation, and presentation skills, both verbal and written, to effectively convey retention strategies and drive results
• Strong analytical and problem-solving skills with the ability to identify opportunities for improving customer experiences, quality of work and productivity
• Team-oriented mindset with the flexibility to adapt to evolving business strategies and priorities, fostering a collaborative and supportive work environment
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously in a fast-paced environment, ensuring timely delivery of results
  
  

Interview Process

We want you at your best, and won't be giving you any gotcha-style questions - we aren't like that. We want to get to know you, hear about what you're interested in, and learn about what you hope to do in the future.

You Should Familiarize Yourself With These Resources Before Continuing

• Our company’s blog to learn more about the space we’re working in and where we write about landlord insurance.
• Check out our Twitter and LinkedIn to get a glimpse of how people interact with our brand and product.
• Some posts with and about us around the web (Inc 5000, Estate Innovation, Geek Estate Blog, Business Wire, Innovate State)
• Podcast appearances: (RCN Capital - Risk Management & Insuring Your Success In Real Estate, The Ryan Hanley Show, The Real Estate Espresso Podcast)
• Meet us and learn about Obie
  
  

You'll first talk to a member of the People Ops team on a 30 minute call; you won't need to prepare anything in advance. The goal of this conversation is to get to know you and mutually explore if we might be a good fit for each other. You'll learn more about Obie and have a chance to ask any questions about our company, team, culture, and product.

• Meet the hiring manager
  
  

You'll get to have a 45 minute video interview with the hiring manager, Dana Markel. This discussion will be more technical in nature to ensure you have the skills needed to be successful in the role.

• Project Exercise
  
  

This role requires strong insurance service leadership and management experience, so you’ll be presented with a short exercise to complete to provide you a chance to flex those muscles. You will be able to complete this exercise on your own time, so please be thorough and use the resources available to you. We'll be looking to see your problem solving abilities, writing and communication skills, general demeanor, and ability to leverage key product management strategies. More on this when you get there!

• Meet the team
  
  

Since you'll be joining a close-knit team, we'll ask you to meet other people in the company so we get to know each other a bit better.

More About Obie

Founded in 2017, Obie is paving a new path in insurance for landlords and real estate investors. Obie’s goal is to fundamentally change how insurance is bought and sold by building technology and insurance products that increase ease and accessibility for the 17 million residential real estate investors and landlords in the US. Obie offers a superior insurance experience, allowing real estate investors and landlords to obtain the right coverage where it’s most convenient for them, whether that means using our digital quote tools, working with independent agents, or finding us through our integrations with industry partners.

With over 6,000 active policy holders, and over $20 billion in coverage secured, Obie has still barely scratched the surface of its growth potential. That growth is supported by $39 million secured in funding, positioning it perfectly to continue revolutionizing the industry.

Obie Has You Covered

Being in the insurance industry, we understand the importance of comprehensive benefits for you and your family. These are just some of the benefits and perks we provide:

Competitive salary

Flexible time off with an encouraged minimum time away to support a healthy work-life balance

12 weeks of Paid Parental Leave

Great health, dental and vision coverage

Life Insurance

Flexible Spending & Health Savings Accounts

Stock Options

401k match

Pet Insurance Reimbursement

Health and wellness benefit

Equipment budget - everything you need to do your best work

Professional development support

Summer hours