Senior Manager, Insurance Program
Remote, USA
Work remotely from anywhere in the USFull-TimeManager
Salary110,000 - 130,000 USD per year
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Job Details
- Experience
- 5+ years experience in insurance operations, claims management, or customer support 3+ years in a people management role.
- Required Skills
- People ManagementSalesforceQuality AssuranceCustomer support
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
Responsibilities
- Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
- 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.
- 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.
- 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.
- Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
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