Senior Manager, Property Claims Innovation & Scale

About the role

This role oversees the external workforce responsible for property claims, ensuring they operate with the same high standards of speed and quality as our internal teams. You will be accountable for the performance of this contractor network, managing both daily operations and surge capacity.

Key facts

What you'll do

• Directly manage and guide contract adjusters handling desk claims, including steady-state and catastrophe events.
• Monitor performance indicators like claim resolution times, customer satisfaction, and file quality, driving the team to meet targets.
• Oversee staffing, capacity planning, and workflow to manage fluctuating claim volumes efficiently.
• Conduct file reviews for contract adjusters, providing feedback to ensure compliance and accuracy.
• Address complex customer and claim escalations, coaching adjusters to proactively resolve issues.
• Collaborate with property leadership to align contractor processes with evolving internal procedures and AI tools.

Requirements

• Minimum of 5 years in property claims handling, with expertise in renters, dwelling, desk claims, and catastrophe management.
• At least 2 years in a supervisory or team lead position, specifically managing desk adjusters or external contract workforces.
• Demonstrated ability to hold third-party contractors accountable to performance metrics, service level agreements, and quality standards.
• A data-centric approach to problem-solving and performance improvement.
• Practical experience with Xactimate, XactAnalysis, and modern claims management software.
• A valid property adjuster license in your state of residence.
• Willingness to adapt to and learn new technologies, including AI-driven tools.
• A bachelor's degree in a relevant field, or equivalent professional experience.
• Ability to work effectively in a remote setting.

Nice to have

• None specified.

Skills & tools

• Xactimate
• XactAnalysis
• Web-based claims management tools

Practical notes

• Visa sponsorship is not available for this position.
• Applicants cannot reside in Alaska, California, Colorado, Montana, Hawaii, New Mexico, or Puerto Rico.
• Benefits include comprehensive health and wellness coverage, equity, a 401(k) plan with employer match, 20 days of paid vacation, and parental leave.