Senior Manager, Insurance Program
Second Nature
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
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About The Role Second Nature is seeking a senior, strategic leader to take ownership of our Insurance Program as Sr. Manager of Insurance Program. In this role, you’ll lead the end-to-end operational excellence of the Second Nature Insurance package — managing direct reports, overseeing claims operations, and building scalable processes that deliver a best-in-class experience for residents and property management companies. You’ll report to the Director of Support and Fulfillment and serve as the primary internal expert and cross‑functional liaison for all things insurance.
What You’ll Do
Team Leadership & Development
Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
Build a culture of accountability, empathy, and continuous improvement within the team.
Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality.
Identify growth opportunities for direct reports and create development plans that stretch and retain top talent.
Insurance Operations Management
Own day‑to‑day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows.
Oversee claims process, documentation, escalation, and resolution processes.
Serve as the primary escalation point for complex, sensitive, or high‑value issues.
Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence.
Vendor & Cross‑Functional Collaboration
Manage relationships with third‑party insurance partners, ensuring contractual obligations and service standards are consistently upheld.
Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives.
Partner with leadership team to align insurance strategy with company‑wide CX goals.
Process Improvement & Compliance
Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement.
Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team.
Champion tooling, automation, and data to increase team efficiency without sacrificing service quality.
Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness.
Customer & Stakeholder Experience
Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.
Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
Represent the Insurance Program in leadership discussions with data‑driven insights and recommendations.
Key Outcomes for the First 12 Months
Quarter 1 – Auditing current claims workflows, SLA performance, compliance posture, and vendor relationships; establishing baseline KPIs; setting performance expectations and development goals; presenting a prioritized 12‑month improvement plan.
Quarter 2 – Launching refreshed onboarding and training materials; formalizing SOPs for all core claims and inquiry workflows; conducting a structured vendor performance review.
Quarter 3 – Publishing SOPs for all claims handling and customer communication workflows; implementing at least two tooling or automation improvements; driving SLA adherence above 95%; achieving CSAT above 9 for resident and PMC interactions; reducing complex claim escalations by 20%.
Quarter 4 – Delivering a comprehensive Insurance Program performance report with strategic recommendations; establishing the Sr. Manager role as the recognized internal authority on insurance operations, compliance readiness, and program strategy heading into the next fiscal year.
About You
5+ years of experience in insurance operations, claims management, or customer support.
3+ years in a people management role.
P&C license in at least one state.
Proven ability to lead and develop teams in a fast‑paced, remote environment.
Strong understanding of insurance products, claims lifecycle, compliance requirements, and vendor management.
Experience managing third‑party insurance vendor relationships and adjudication workflows.
Familiarity with umbrella insurance policies and multi‑party claims processes.
Data‑driven mindset with experience tracking team KPIs and using insights to drive decisions.
Experience with CRM platforms such as Salesforce and support ticketing systems.
Familiarity with quality assurance frameworks and workforce management in support environments.
Benefits
Health First: Medical, Dental, Vision, Life Insurance, and 401(k) Plan.
Location: Work remotely from anywhere in the US.
Flexibility: Open PTO and sick days.
Product: Opportunity to work on the world’s first Resident Experience Platform.
Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect.
Training: A supportive team to help you grow your career and unlock your full potential.
Growth: Opportunity to be part of a fast‑growing startup designing and developing an exciting category.
Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.
Compensation Range: $110K – $130K
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Sprachkenntnisse
- English
Hinweis für Nutzer
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