Director of Customer Experience

About the Role

FUA Insurance is an independent agency in active growth mode. We are building a modern, scalable service organization that blends traditional on-site, face-to-face client service with a high-performing back-office team of virtual assistants (VAs). The Director of Customer Experience will own this build-out end-to-end, hiring and developing the people, designing the processes, and standing up the technology and workflows that let us scale service quality faster than we scale headcount.

This is a builder's role, not a caretaker's. You will inherit a small, capable team 3 client service representatives (CSRs) in our hub model and 5 VAs starting soon and a five-year mandate to grow the service organization to roughly 35 people across on-site CSRs and back-office VA support. You will report directly to the VP of Agency Development.

What You'll Own

• Team building & hiring. Recruit, hire, and onboard CSRs and VAs as the agency grows. Build a repeatable hiring process and a bench you can scale from.
• Training & development. Design and run onboarding and ongoing training so new hires reach productivity quickly and the whole team levels up over time.
• Operations & process. Document, standardize, and continuously improve service workflows, turning ad hoc tasks into clear SOPs that work the same whether the work sits on-site or offshore.
• Technology & systems. Own the service tech stack with HawkSoft as the agency management system at the center. Configure workflows, automations, and integrations that remove friction and surface the right work to the right person.
• Hybrid + VA model. Stand up and manage the back-office VA function alongside the onsite CSR hub sourcing, tooling, security, quality assurance, and time-zone-aware workflows.
• Performance management. Set service standards and KPIs, coach to them, and hold the team accountable to client experience and turnaround targets.
• Cross-functional partnership. Work closely with producers and the VP of Agency Development so service capacity keeps pace with new-business growth.

What Success Looks Like in the First 90 Days

• Document 10 core service workflows as formal SOPs, covering the most common client request types across personal and commercial lines, establishing the operational foundation the team will run on.
• All 5 VAs are fully onboarded, trained, and handling live client work with clear role definitions, quality benchmarks, and a supervision structure in place.
• Complete a full audit of the current service tech stack and deliver a gap analysis and 12-month improvement roadmap identifying what to keep, what to fix, and what to add to support the agency's growth trajectory.

Required Qualifications

• Active Property & Casualty (P&C) insurance license, or ability to obtain within an agreed-upon window.
• Demonstrated leadership of a service or operations team you have hired, onboarded, and managed staff, not just worked alongside them.
• Hands-on technology, process, and systems expertise, you are the person who builds the workflow, not the one who waits for it.
• Track record of documenting SOPs and improving operational efficiency.
• Strong communication and coaching skills across both in-person and remote teams.

Preferred Qualifications

• HawkSoft AMS experience strongly preferred; experience administering or configuring any major agency management system considered.
• Experience building or managing offshore virtual assistant teams.
• Background in an independent or multi-carrier agency environment.
• Relevant designations (e.g., CISR, CIC, AAI) are a plus.

Location, Schedule & Growth

Based out of our St. Paul, MN office. Full-time. Hybrid flexibility is available once the role and the individual is validated in-seat. Over the next five years this role is expected to grow from leading 8 people to leading a service organization of roughly 35, which is a genuine opportunity to build something and grow with it.

Bring your skills to work for us and enjoy an employment benefit package including:

Competitive Pay

Flexible Schedule

Paid Holidays

Vacation and Sick Time

Health Insurance, Group Life, 401K