CLX Squad Lead, Contractor Operations

About the role

This position involves leading the external contract workforce for property claims, ensuring their operations meet lemonade's high standards for speed, quality, and precision. You will be a key part of the property leadership team, overseeing contract adjusters for both daily desk claims and large-scale catastrophe events. This is a hands-on leadership role focused on driving the performance of our contractor network.

Key facts

What you'll do

• Supervise and guide contract adjusters daily, managing their performance for both routine and catastrophe desk claims.
• Monitor key performance indicators like turnaround times, customer satisfaction, and file quality, ensuring the team consistently meets targets.
• Manage staffing levels, capacity planning, and inventory flow to handle volume increases without sacrificing speed or quality.
• Oversee the file audit process for contractors, providing clear feedback to ensure compliance, policy adherence, and technical accuracy.
• Directly resolve high-level customer and file escalations, coaching adjusters on preventing issues before they impact customers.
• Collaborate with property leadership to align contractor workflows with evolving internal processes and AI tools.

Requirements

• Over 5 years of experience handling property claims, with expertise in renters, dwelling, desk operations, and catastrophe claims.
• At least 2 years in a supervisory or team lead role, managing desk adjusters or external contract/TPA workforces.
• Demonstrated success in holding third-party contractors and temporary adjusters to strict performance metrics, service level agreements, and quality standards.
• A data-driven approach to tracking performance, identifying issues, and implementing corrective actions.
• Practical experience with Xactimate, XactAnalysis, and contemporary web-based claims management systems.
• An active property adjuster license in your state of residence.
• Eagerness to work with and learn new technologies, including AI-powered tools.
• A bachelor's degree in a relevant field, or equivalent operational work experience.
• Ability to work effectively in a remote setting.

Practical notes

We cannot sponsor work visas for this position. We are unable to consider applicants residing in Alaska, California, Colorado, Montana, Hawaii, New Mexico, or Puerto Rico. The compensation package includes comprehensive health and wellness benefits, equity, a 401(k) plan with employer match, 20 paid vacation days, and parental leave.