Senior Manager, Insurance Program
Leads the end-to-end insurance program operations, managing a team of specialists, overseeing claims processes, vendor relationships, and compliance while driving process improvements and customer experience in a remote environment. Requires 5+ years in insurance operations and 3+ years people management.
Team Leadership & Development
- Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
- Build a culture of accountability, empathy, and continuous improvement within the team.
- Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality.
- Identify growth opportunities for direct reports and create development plans that stretch and retain top talent.
Insurance Operations Management
- Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows.
- Oversee claims process, documentation, escalation, and resolution processes.
- Serve as the primary escalation point for complex, sensitive, or high-value issues.
- Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence.
Vendor & Cross-Functional Collaboration
- Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld.
- Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives.
- Partner with leadership team to align insurance strategy with company-wide CX goals.
Process Improvement & Compliance
- Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement.
- Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team.
- Champion tooling, automation, and data to increase team efficiency without sacrificing service quality.
- Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness.
Customer & Stakeholder Experience
- Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.
- Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
- Represent the Insurance Program in leadership discussions with data-driven insights and recommendations.
Key Requirements
- 5+ years experience in insurance operations, claims management, or customer support.
- 3+ years in a people management role.
- P&C license in at least one state.
- Proven ability to lead and develop teams in a fast-paced, remote environment.
- Strong understanding of insurance products, claims lifecycle, compliance requirements, and vendor management.
- Experience managing third-party insurance vendor relationships and adjudication workflows.
- Familiarity with umbrella insurance policies and multi-party claims processes.
- Data-driven mindset with experience tracking team KPIs and using insights to drive decisions.
- Experience with CRM platforms such as Salesforce and support ticketing systems.
- Familiarity with quality assurance frameworks and workforce management in support environments.
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