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Salary: USD 92,245 - 113,000 / annual
Gusto is building its own Property & Casualty insurance agency and seeking a Manager to lead the licensed servicing team. This is a hands-on leadership role where you'll hire, coach, and grow a small licensed team while building systems, SOPs, and automation to enable scaling without proportional headcount growth.
Day-to-day responsibilities include:
- Hiring, onboarding, and leading a small team of licensed account managers, setting service standards, escalation paths, and quality benchmarks
- Owning service-level performance metrics including response/resolution time, endorsement cycle time, cancellation save rates, and client satisfaction
- Handling the most complex escalations personally: contested broker-of-record situations, coverage disputes, and carrier issues
- Managing carrier relationships on servicing matters, including appointment paperwork, escalation channels, and SLA negotiation
- Translating recurring manual work into product requirements and partnering with product/engineering on automation initiatives (certificate generation, endorsement submission, intake triage)
- Owning the compliance backbone of the function: supervision documentation, continuing education tracking, and record retention for licensed communications
- Coaching team growth through regular 1:1s and performance conversations, building hiring plans that keep pace with book growth
- Representing the servicing function in cross-functional planning with product and engineering
The Business Insurance team is building Gusto's P&C agency from the ground up, covering core small commercial lines including Workers' Compensation. You'll report into Financial Services leadership and work closely with product, engineering, design, data, sales, and licensed insurance professionals.
Gusto supports over 500,000 small businesses nationwide with payroll, health insurance, 401(k)s, and HR services. The company has offices in Denver, San Francisco, and New York, with hybrid expectations of 2-3 days per week in-office for Denver-based employees.
REQUIREMENTS:
- 5+ years of commercial lines service experience at an independent agency, brokerage, or carrier
- 1–2+ years leading or supervising a service team
- Workers' Compensation depth (class codes, experience modifiers, premium audits, pay-as-you-go WC experience is a strong plus)
- Experience working in carrier portals (Hartford, AmTrust, etc.) and comfort partnering directly with carrier relationship managers
- AI and automation fluency: demonstrated use of AI tools in real service work, ability to coach teams on their use, and track record of converting manual processes to automated ones
- Compliance instinct sharp enough to carry supervisory responsibility for licensed staff; understanding of what requires licensed sign-off, carrier approval, or documented files
- Coaching-first leadership style focused on building a team that outgrows the need for you on individual cases
- Active Property & Casualty producer license (Colorado resident preferred, or obtainable within 90 days with Gusto support); willingness to obtain nonresident licenses across operating footprint
PREFERRED:
- Prior experience building or scaling a service function from scratch (agency, insurtech, or MGA)
- Industry designations (CIC, CPCU, CISR, AAI)
- Multi-state or nonresident licensing already in place
