The Senior Claim/Operations Manager oversees the daily execution and long-term strategy of call center and claims operations, ensuring teams consistently deliver accurate, timely, and high-quality service. This role leads and develops managers and team leaders, ensuring frontline associates are equipped to meet performance expectations while upholding underwriting and customer service standards. The Senior Operations Manager monitors call quality, claim outcomes, and operational metrics, using data insights to guide process improvements and enhance service delivery. Acting as a key link between operations and senior leadership, this role ensures that both claims processing and call center performance align with organizational goals and regulatory standards.
Minimum Qualifications:
- Bachelor's degree or equivalent related work experience.
- Minimum of 5–7 years of progressive experience in operations management, including at least 2 years in a senior leadership role overseeing multi-team or department-level functions.
- Direct experience managing call center and claims operations in a high-volume, customer-facing environment.
- Demonstrated experience in service contract management, including oversight of claims processing, contract terms, and customer resolution.
- Proven ability to lead people managers, develop teams, and drive performance outcomes aligned with business goals.
- Strong working knowledge of operational metrics, workforce planning, quality assurance, and compliance.
- Proficiency in Microsoft Office Suite, especially Excel; familiarity with claims platforms, CRM tools, and telephony systems is a plus.
Primary Job Functions:
- Provide strategic oversight of both call center and claims operations, ensuring service levels, quality, and compliance standards are consistently met.
- Lead, coach, and develop managers and team leaders across call handling and claims functions, promoting effective leadership and performance accountability at all levels.
- Oversee call center operations, including call flow, staffing, and quality assurance, ensuring customers receive timely and accurate support.
- Monitor and analyze claims volume, trends, and accuracy, identifying opportunities to improve turnaround time, underwriting consistency, and customer experience.
- Ensure effective call monitoring, coaching, and feedback processes are in place to drive continuous improvement in both call handling and claims decisions.
- Collaborate with cross-functional partners to align operational goals, escalate issues, and implement process or policy updates.
- Oversee performance management for direct reports, including evaluation, goal setting, coaching, and corrective action as needed.
- Track and report on operational KPIs, delivering insights and recommendations to senior leadership to guide strategic planning and resource allocation.
- Champion a culture of service excellence, compliance, and team development.
The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Periodic Job Functions:
- Conduct regular audits of call quality and claims accuracy to ensure adherence to internal standards and regulatory requirements.
- Prepare and present operational reports and performance summaries to executive leadership on a monthly or quarterly basis.
- Participate in annual budget planning and workforce forecasting for claims and call center operations.
- Lead or contribute to cross-departmental projects focused on process improvement, technology upgrades, or service innovation.
- Review and update department policies and procedures to reflect changes in business needs or compliance requirements.
- Partner with Learning & Development to assess training needs and support the rollout of training programs for new processes or tools.
- Conduct skip-level meetings or listening sessions with frontline employees to stay connected to team morale, obstacles, and suggestions.
- Represent the department in leadership meetings, audits, or external partner discussions, as needed.
Skills & Competencies Required:
- Demonstrated ability to lead multi-level teams and drive measurable improvements in call center and claims performance.
- Proven track record of delivering on organizational commitments with integrity, accountability, and consistency.
- Strategic execution leadership with the ability to translate vision into operational outcomes.
- Deep operational understanding of customer service and claims processing, with significant experience in client-facing environments.
- Strong critical thinking and decision-making skills, with the ability to address complex business challenges through data, collaboration, and innovation.
- Confident, proactive leader who can prioritize competing demands while maintaining team morale and focus.
- Exceptional communication skills—clear, persuasive, and adaptive to a range of audiences including frontline staff, peers, and executive leadership.
- Committed to continuous improvement, employee development, and cultivating a high-performance culture.
- Strong coaching and mentoring capabilities to support leadership growth and frontline success.
- Customer-first mindset with a strong sense of urgency and service excellence.
- Ability to assess and refine operational processes to improve accuracy, efficiency, and experience.
- Business acumen and emotional intelligence to balance service, compliance, and performance targets.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.#LI-Onsite
