Service manager, insurance

AAA Oregon/Idaho is looking for a Service Manager to join our Insurance team, based in either Boise, ID, or Portland, OR.

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.

Desired Skills

• Bachelor’s degree in business, insurance, management, or a related field preferred; equivalent relevant experience may be considered.
• Current Property and Casualty insurance license required, or ability to obtain and maintain the license within the timeframe established by the Company.
• Five or more years of progressively responsible experience in insurance service, agency operations, contact center operations, or a related environment preferred.
• 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.
• Professional insurance designations, contact center leadership experience, or process-improvement credentials preferred.

For full details on the duties and requirements, see the attached job description.

We offer competitive pay and time off programs, health, dental, disability/life insurance, up to 9% 401(k) total employer contribution, AAA membership, and more. Our team is dedicated to providing the highest quality services to our members, colleagues and community with ingenuity and creativity. We want team members to build a future with us. We will support your growth and reward your commitment.

At AAA Oregon/Idaho, we embrace the word go but know when to slow down and breathe in. We believe in quality time, in family time, in getting home on weeknights and away on weekends. We are forward thinking. We go to jobs we like, and we want every dollar to matter. We look for balance, for security and stability and for peace of mind. We are sons, daughters, mothers and fathers. We are doers, sharers and learners. We get our feet wet- we hike, bike, ski, surf, climb, fish, hunt and gather. We go for a great deal, a challenging workout, and a wide-open road. We drive, ride, cruise and fly. We are sightseers, adventurers and explorers discovering new places, uncovering new worlds. We go for the past, present & future. We are AAA.