HiringCafe
Posted 2w ago

Head of Customer Experience

@ Equal Parts
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Austin, Texas, United States
OnsiteFull Time
Responsibilities:Own onboarding, Own renewals, Define lifecycle
Requirements Summary:8-12+ years CX or lifecycle ops; 6+ years people leadership; scale onboarding/servicing/renewals; design systems with Product; startup experience preferred; cross-functional accountability.
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Job Description

Location: Austin, TX

Reports to: Co-Founder & COO

About Equal Parts

Equal Parts is an acquisition-first, AI-powered insurance brokerage building the fastest path to $1B in premium. We acquire independent agencies, then scale them on a unified platform powered by first-party technology and customer operations teams.

Our model depends on delivering a consistent, high-quality customer experience across every agency, every policy, and every renewal. This role owns that outcome.

The Role

We are hiring a Head of Customer Experience to own the full customer lifecycle - onboarding, servicing, and renewals - across the Equal Parts platform.

You own both retention and the operating system that delivers it. This means defining the lifecycle, standardizing the process, and executing through a combination of owned and embedded agency resources.

This is a foundational, 0 to 1 leadership role that carries direct accountability for retention across the Equal Parts book of business. You will build the systems, processes, and teams that define how customer experience operates at scale across a rapidly growing, acquisition-driven platform.

What You’ll Own

Customer Lifecycle Ownership

  • Own onboarding, servicing, and renewals end-to-end across all agencies
  • Define and enforce a standardized lifecycle process and CX from bind through renewal
  • Ensure consistent execution regardless of originating agency

Retention Engine

  • Own retention process and outcomes across the full book of business
  • Operationalize renewal workflows, remarketing, and churn prevention
  • Build the systems that make retention measurable, predictable, and actively managed
  • Build the early warning system to intervene on at-risk renewals before they become losses

Service Model Design + Central Processing

  • Design and own the service model for how work moves across and between Producers, Account Managers, CSRs, and centralized Shared Services resources
  • Design and build a central processing team for high-volume servicing and renewal work
  • Define clear ownership, SLAs, and handoffs across all roles

Acquisition Integration

  • Ensure newly acquired agencies are rapidly onboarded into the lifecycle model
  • Ensure every acquired book is protected early on and that no renewals fall through the cracks during transition
  • Partner with our Integration team to implement workflows within days of close
  • Bring consistency to fragmented legacy processes

Data, Tooling, and Product Feedback

  • Define and own lifecycle KPIs including retention, renewal hit rate, and SLA compliance
  • Enforce clean data tied to lifecycle events
  • Partner with Product to scale workflows within the platform