CLX Squad Lead, Contractor Operations

About the role

In this pivotal role, you will oversee the external contractor workforce responsible for managing property claims, ensuring that their operations align with Lemonade's commitment to excellence in speed, quality, and accuracy. As a vital member of the property leadership team, you will be responsible for supervising contract adjusters during both routine desk claims and significant catastrophe events. This position emphasizes hands-on leadership, focusing on enhancing the performance of our contractor network to meet the demands of our clients.

Key facts

What you'll do

• Lead and mentor contract adjusters on a daily basis, ensuring their performance meets expectations for both standard and catastrophe desk claims.
• Track and analyze key performance indicators such as turnaround times, customer satisfaction ratings, and file quality metrics to guarantee the team consistently achieves its goals.
• Manage staffing levels and capacity planning to effectively respond to increases in workload while maintaining high standards of speed and quality.
• Supervise the auditing process for contractor files, providing constructive feedback to ensure compliance with policies, adherence to guidelines, and technical accuracy.
• Address high-level customer concerns and file escalations directly, offering coaching to adjusters on how to mitigate issues before they affect customer experiences.
• Collaborate closely with property leadership to ensure contractor workflows are in sync with changing internal processes and the integration of AI tools.
• Develop training programs for contract adjusters to enhance their skills and knowledge in line with industry best practices.
• Conduct regular performance reviews and provide actionable insights to contractors to foster continuous improvement in their operations.
• Facilitate communication between contractors and internal teams to ensure alignment on objectives and expectations.
• Stay updated on industry trends and regulatory changes to ensure compliance and operational excellence within the contractor workforce.
• Implement technology solutions that streamline operations and improve the efficiency of claims processing.

Requirements

• A minimum of 5 years of experience in property claims management, with a strong background in renters, dwelling, desk operations, and catastrophe claims.
• At least 2 years of experience in a supervisory or leadership capacity, overseeing desk adjusters or managing external contract/third-party administrator (TPA) workforces.
• Proven track record of enforcing strict performance metrics, service level agreements, and quality standards for third-party contractors and temporary adjusters.
• A data-centric mindset for monitoring performance, diagnosing issues, and executing corrective measures effectively.
• Hands-on experience with claims management software, including Xactimate, XactAnalysis, and other modern web-based systems.
• Possession of an active property adjuster license in your state of residence is required.
• A willingness to engage with and adapt to new technologies, particularly AI-driven tools that enhance operational efficiency.
• A bachelor's degree in a relevant field or equivalent practical experience in operations is preferred.
• Strong ability to thrive in a remote work environment, demonstrating self-motivation and effective communication skills.

Nice to have

• Experience in a fast-paced startup environment, particularly within the insurance or technology sectors.
• Familiarity with advanced data analytics tools and methodologies to drive performance improvements.
• Previous involvement in training or mentoring roles within the claims industry.
• Knowledge of emerging trends in property insurance and claims management.

Skills & tools

• Proficiency in claims management software, particularly Xactimate and XactAnalysis.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills for effective collaboration with diverse teams.
• Leadership qualities that inspire and motivate team members to achieve their best performance.
• Adaptability to new technologies and processes, especially those related to AI and automation.

Practical notes

Please note that we are unable to sponsor work visas for this position. Additionally, applicants residing in Alaska, California, Colorado, Montana, Hawaii, New Mexico, or Puerto Rico will not be considered. The compensation package includes a comprehensive range of health and wellness benefits, equity options, a 401(k) plan with employer matching, 20 paid vacation days, and parental leave. This role offers a unique opportunity to lead a dynamic team in a remote setting while contributing to the innovative culture at Lemonade.