About the Agency
We are a relationship-driven Farmers Insurance agency in Minneapolis, serving individuals, families, and businesses across the Twin Cities metro and parts of North Dakota and Wisconsin. We built this agency on a simple belief: insurance should feel personal, not transactional. We lead with curiosity, we take the details seriously, and we show up most when it matters most: during a claim, a life change, or a complicated moment. We proudly serve a diverse client base and believe every person deserves to feel respected, valued, and supported. That commitment shapes how we care for our clients and how we work together as a team. We are a small, high-performing team. What you do here matters immediately, and you will see the impact of your work directly.
The Role
We are looking for a Senior Service and Operations Manager to serve as the operational backbone of our agency and our owner's primary backup. This is a lead management role. You will manage complex client service work, support and coordinate the sales team, run key office operations, and hold the standard when the owner is not in the room. This is not a single-function service position: it is the overall team lead role for service, sales support, and internal operations.
This is not an entry-level or background role. It is a senior-level position in a small agency where your judgment,
thoroughness, and ownership will be felt every day.
This position is fully in-office, Monday through Friday. No hybrid or remote arrangements are available for this role.
Salary Range: $70000.00 - $90000.00 per year
Annual Base Salary + Bonus Opportunities
Paid Time Off (PTO)
Responsibilities
What You Will Own
Client Service (the core of the role)
Handle escalated client issues and complex policy reviews
Manage commercial certificates of insurance and commercial policy setup
Process policy changes, cancellations, and documentation through DocuSign
Run our proactive annual policy review outreach process
Support clients through claims with real, personal communication
Serve as a primary point of contact for incoming calls and client walk-ins
Manage onboarding and welcome call follow-up for new clients
Handle client offboarding with professionalism and a door left open
Office Operations
Facilitate the weekly team meeting and maintain the agenda
Own internal templates, system documentation, and the office tech stack
Manage office supplies, maintenance, and daily opening and closing checklists
Support HR processes: new hire onboarding documentation, offboarding, and file management
Payroll support via Gusto, phased in as you get settled
Sales Team Support
Answer general insurance and coverage questions from the sales team
Work hand-in-hand with producers to ensure smooth client handoffs from sale to service
Own the welcome call and new client onboarding process for all new policies
Review new policies for completeness, missing contingencies, and coverage red flags before they are finalized
Ensure proper documentation when clients decline recommended coverage
Address active policy issues and complaints in coordination with the sales team, and relay escalations to the owner for one-on-ones
Team
Cross-train and support service team members
Identify workflow gaps and surface improvements proactively
Uphold office standards and hold teammates accountable with directness, not drama
Be the trusted operational presence when the owner is not on-site The Natalie Lyon Agency is always growing, therefore this role includes other duties as assigned.
What We Are Looking For
We are not just looking for someone who can do the job tasks. We are looking for someone who is built for them.
Naturally thorough. You notice things others miss. Unfinished tasks create productive discomfort for you. You double-check your own work before it leaves your hands, not because you were told to, but because incomplete is not done.
Takes full ownership. You define "done" as done, documented, and handed off with context, not just finished. You do not wait to be asked about things in your lane. You ask what else you can take off the plate.
Positive and solution-focused. When something is broken or frustrating, your first move is to figure out what you can control. You do not dwell, and you do not bring the team down with you.
Emotionally intelligent. You read a room. You stay calm when things get complicated, handle conflict directly when it is needed, and support your teammates without creating drama.
Holds the standard. You enforce how things are done with clients and with colleagues because standards matter to you, not because someone is watching.
Experience and Requirements
Active Minnesota P&C and Life Insurance licenses, both required prior to start date. Firm agency
standard; no exceptions and no 90-day path.
Prior office management experience strongly preferred
Insurance industry experience strongly preferred; Farmers or State Farm background is a plus, not a
requirement
Proficiency in Microsoft Office; ability to learn agency-specific tools (Salesforce, Agency Zoom,
DocuSign, NerdPhone)
Full-time, in-office position. This role cannot be performed remotely.
Compensation and Schedule
$70,000 to $90,000+ (base salary plus performance bonuses)
Benefits:
Schedule: Monday-Friday, 8:00 AM - 5:00 PM
Location: 4937 28th Ave S, Minneapolis, MN 55417
To Apply
Upload your resume through our job posting on Ideal Traits. Then send a brief note to Natalie's email nlyon@farmersagent.com telling us why this role is a fit for you. We pay attention to the details of how people communicate with us, and we are interested in yours from the first
message. To show us you read this posting carefully, please include the phrase "details matter" in the subject line of your email.
Natalie Lyon Insurance Agency is an equal opportunity employer committed to a welcoming environment for all clients and team
members.