As Joyn continues to onboard new brokers and grow, one of the teams that plays a critical role in delivering the superior insurance experience we provide is our operations team. And just like our distribution and underwriting teams, our operations team also has a mandate create a best in class experience.
“The biggest way that we incorporate 10x thinking into our work comes with the day-to-day role of our operations team members,” said Dalton Jorgensen, Joyn’s head of operations. “What’s so unique about our team is that everyone on it is deeply involved with every aspect of the company’s operations. And they are empowered to take action by raising ideas directly to the Product and Leadership teams, in real time.”
“Because Joyn’s leadership has implemented a shared vision and strong partnerships internally, we can move quickly to improve the areas we can control. That, in turn, opens us up to an entirely different way of working and in my experience over Joyn’s first two years, it has been incredibly powerful,” Jorgensen continued.
Jorgensen was the first member of Joyn’s operations team, joining the company in October 2020 as a Service Lead and becoming Head of Operations two years later. Since starting with the company, the operations team has grown to now seven full time members, with two new hires (plus a summer intern) in the past month.
“As we’ve grown, the operations team has just taken on ownership of more processes,” Jorgensen said. “We’re now working at a granular level for multiple core operational processes, from onboarding brokers to working with incoming submissions, to customer service inquiries and working with states on compliance-related issues. And as the number of customers we’ve onboarded continues to grow, our operations team must grow along with it.”
“That’s another area where 10x thinking comes into play,” Jorgensen continued. “We are scaling the team and using our technology in a way that will allow us to do 10x the volume with substantially less resources instead of requiring 10x the staff.”
One of the key aspects of the operations team in Joyn’s first two years, Jorgensen said, is that every member had to be deeply involved so that they could step up at a moment’s notice to fill any gaps that arise and ensure the platinum level of service Joyn commits to remains at the highest standard.
And as the company and operations team has grown, its members have been able to develop more specialized responsibilities that they can take ownership of while still ensuring that they can be nimble when necessary.
“Everything we’re doing is building towards the fact that one day, we’re going to be doing 10x more business than we are today,” Jorgensen said. “And then, 10x more than that. To make that a reality, our team embodies an ‘infinite mindset’ where we celebrate the milestones we reach while always focusing on the continued journey to build an experience that doesn’t yet exist.”
“If we only achieve the vision we have right now, then we’ve aimed too small,” Jorgensen said, “We are always building to do 10x more and as we do so, we will continue to be an organization that pushes the envelope in how we create positive experiences.”
