Sr Manager - Crash & Claims Operations

About the Role

Are you a seasoned professional eager to elevate your leadership skills in a dynamic and impactful environment? We have an exciting opportunity to lead a team within our US & Canada Claims operations. In this fast-paced environment, you'll tackle complex challenges, implement innovative process improvements, and deliver exceptional claims management. Join us to make a meaningful impact and shape the future of claims outcomes through your expertise and strategic vision.

This role offers a unique opportunity to diversify your career while leading a high-performing team. As part of the US & Canada Claims team, you'll leverage your skills and experience to address evolving challenges, drive operational excellence, and contribute to groundbreaking strategies that redefine industry standards. If this aligns with your passion and expertise, we want to hear from you!

The ideal candidate for this role should have strong people management experience, analytical skills, excellent time management and organizational skills, and the ability to clearly communicate and present information to gain consensus at all levels of an organization. The person in this role must be a strategic thought partner while being able to effectively deliver against key projects as needed.

This hybrid role requires 60% onsite attendance at our Phoenix AZ office, allowing for both in-person engagement and the flexibility of remote work.

What the Candidate Will Do

• Lead and manage a team of Claims Team Leads, driving performance and operational excellence within the US & Canada Claims operations
• Provide leadership, management, and vision for the organization, consisting of 75+ employees
• Direct management of 6-8 direct reports and also serve as the on-site leader for the Claims operations team ensuring strong culture & engagement, adherence to operational standards, and collaboration with other business units and stakeholders
• Ensure high-quality claims management of complex claims processes and exceptional customer service through day-to-day oversight and leadership
• Align the team with organizational goals, ensuring strategic initiatives are executed effectively.
• Provide performance feedback, manage development plans, and collaborate with HR to address performance gaps and foster professional growth.
• Identify opportunities for team development and leverage individual strengths to build a high-performing team
• Partner with cross-functional teams to influence key metrics and continuously improve claims processes.
• Serve as a functional expert for direct reports and responsible for real-time support.
• Integrate the efforts of teams across multiple shifts to deliver world-class customer support and attain service-level requirements
• Measure and evaluate processes and drive continuous process improvement with an eye towards customer satisfaction
• Identify root causes and implement changes to improve the accuracy, productivity, and quality of your team's performance

• 7+ years of professional experience in a high-volume, high-productivity service environment (e.g., auto claims, safety-related operations, or customer support) and a minimum of three years of experience leading leaders.
• Experience driving process optimization efforts, implementing organizational systems, and overseeing program and project management.

• Bachelor's Degree or equivalent experience
• Experience managing highly complex and sensitive customer related issues (eg; Trust & Safety)
• Outstanding communication skills. Including public speaking and the ability to present effectively to individual contributors and senior leadership
• Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder management and communications about high visibility and time-sensitive issues
• Strong organizational skills and ability to manage multiple workstreams simultaneously.
• Experience leading leaders in a commercial auto team within a third-party administrator or a predominantly commercial auto insurance carrier
• Strong understanding of claims policies and procedures, with the ability to apply them effectively.
• Advanced written and verbal communication skills with a high degree of adaptability to evolving business needs.
• Proficient in managing multiple tasks across various technology platforms.
• Strong organizational skills and ability to manage multiple workstreams simultaneously.
• Experience working with Google Suite (Sheets, Docs, Slides, Forms) and excellent communication skills.
• Experience or familiarity with project management