Service Center Manager

Company Description

Greenway Insurance & Risk Management Agency, Inc. is an independent property and casualty insurance agency headquartered in Houston, Texas, with additional offices in Dallas/Fort Worth, Austin, Texas, and Oxnard, California. As one of the largest personal lines brokers in the U.S. and one of the fastest-growing, we are committed to helping individuals and businesses secure the right insurance coverage at competitive rates. Our agency collaborates with numerous leading insurance companies to provide customers with a wide range of options and tailored solutions. Specializing in a variety of products including Home, Auto, Life, Health, Umbrella, Watercraft, Motorcycle, and Business Insurance, we deliver the power of choice for our clients.

Role Description

The Service Center Manager is responsible for overseeing the day-to-day operations of the service and client retention teams. This role ensures service excellence, operational efficiency, and consistent execution of workflows while supporting team development, performance management, and cross-team collaboration. The Customer Service Manager plays a key role in quality assurance, escalation management, and continuous process improvement while helping maintain a high standard of client experience.

Operational Leadership

• Oversee the daily workflow and performance of the service and retention teams to ensure timely, high-quality client service.
• Manage and resolve service-related escalations as needed.
• Provide guidance and operational support to service team leads.
• Own and continuously improve the service department’s workflows, documentation, and client experience standards.
• Identify opportunities to improve workflows, efficiency, and service outcomes.
• Conduct annual performance reviews and provide development recommendations for service account managers.
• Perform additional duties as assigned to support operational priorities and team success.

Coaching, Leadership & Employee Development

• Conduct monthly one-on-one meetings with department team leads to review performance, provide coaching, and support professional development.
• Conduct weekly department team lead meetings to review metrics, performance trends, operational priorities, and department initiatives.
• Conduct weekly service department meetings to align the team on goals, performance expectations, service initiatives, and operational updates.
• Meet monthly with department team leads to review feedback and insights from their one-on-one meetings with team members to ensure consistent coaching and leadership practices across the department.
• Attend additional service team meetings as needed to provide leadership support and communication.

Quality Assurance & Metrics

• Audit client service calls and interactions on a regular basis to ensure quality standards are maintained.
• Incorporate audit findings into coaching discussions and performance development plans.
• Monitor service metrics, performance trends, and client satisfaction indicators.
• Work with leadership to establish and track key performance indicators (KPIs) for the service department.

Qualifications

• 7 Years in the Insurance Industry
• 3 Years Prior experience leading or supervising a service, operations, or client support team.
• Strong organizational and time-management skills.
• Ability to manage multiple workflows and priorities simultaneously.
• Effective communication, coaching, and leadership skills.
• Experience handling client escalations and performance management.
• P&C Insurance Licensed

Compensation

• 65k to 90k annual sallary
• Bonus opportunities

Benefits

• 401k (with matching)
• Health Insurance
• Vision and Dental Insurance
• PTO
• Other insurance addons