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Posted 3mo ago

Shared Services Lead - Personal Lines

@ Equal Parts
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Austin, Texas, United States
HybridFull Time
Responsibilities:triaging requests, prioritizing tickets, servicing work
Requirements Summary:3–7 years in insurance operations or customer support; active state insurance license; strong Personal Lines knowledge; player-coach; prioritization and triage; adapt to change; high quality and accountability; clear communicator.
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Job Description

Equal Parts is building the next-generation insurance agency. We’re a founder-led, tech-driven company creating an AI-powered infrastructure to modernize how insurance agencies operate at scale - so teams can spend less time navigating complexity and more time delivering real value to customers. Our ambition is to become the fastest-growing insurance brokerage in the country by combining acquisitions with scalable, technology-enabled growth. 

We are looking for a Personal Lines Team Lead, Shared Services to build and run the Personal Lines Shared Services function from the ground up.

This role is central to our ability to scale efficiently while maintaining a high-quality, consistent customer experience across agencies. In the near term, you will both do the work and design how the work gets done—owning day-to-day Personal Lines servicing while partnering with leadership, product, and agency teams to establish clear workflows, service standards, and measurement.

Over time, this role will evolve into leading and developing a Personal Lines Shared Services team and operating as a peer to the Commercial Lines Shared Services lead.

This is not a back-office maintenance role.
This is a high-ownership, player-coach role for someone who thrives in ambiguity, loves operational problem-solving, and wants to help build something that will scale.

What You’ll Own

  • The day-to-day execution of Personal Lines Shared Services work across inbound requests and system-driven notifications
  • Triage, prioritization, and ticket creation for renewals, carrier notices, policy changes, and customer inquiries
  • A portion of hands-on Personal Lines servicing work, especially higher-judgment or early-stage processes
  • Service quality and SLA adherence across Personal Lines Shared Services
  • Clear, documented workflows for how Personal Lines work flows into and through Shared Services
  • Ongoing refinement of processes as tools, platforms, and volume evolve
  • Visibility into service volume, backlog, and risk, with clear escalation paths
  • Training, support, and day-to-day coaching of team members as capacity grows
  • Close partnership with Product, Platform, Operations, and agency teams to adapt execution as systems change