Remote Senior Manager, Car

Summary

Join our team as a senior-level customer-centric operations and people leader to manage Car Claims Experience teams, ensuring overall success and productivity while exceeding customer expectations.

Requirements

• 8+ years experience in claims or customer experience management (ideally at a tech startup, insurance, or finance company)
• BA Degree in Business Administration, Finance or a related field
• Experience scaling, managing, and motivating large teams
• Impressive leadership skills, with experience coaching and developing leaders
• A passion for using data to elevate your team’s performance
• Proven ability to work cross-functionally with various teams
• Ability to work remotely

Responsibilities

• Lead and scale a high-performing claims experience organization
• Lead the claims experience along with the Tech leads, with customer experience and efficiency at the core of the service
• Execute on OKRs to drive the claims roadmap forward
• Work closely with product and business partners to support with the Metromile migration
• Manage, develop, and inspire a group of passionate CLX Leads who oversee Lemonade’s front-line claims teams
• Develop and implement routine and contingency operational plans to direct reports
• Leverage data extensively surrounding claim handling efficiency and loss ratio and identify areas of opportunity for the CLX team
• Confidently collaborate with supporting teams (Product, Underwriting, QA & Training, SIU, Vendor Management, Ops, and People) to drive and deliver impactful improvements
• Take ownership of CLX KPIs, including setting goals and initiatives, reporting regularly to stakeholders, and driving process improvements to continually deliver on an outstanding claims experience
• Assist with interviewing, hiring, onboarding, and training all Claims Experience Advocates and CLX leadership hires
• Leverage data to identify the biggest areas of opportunity on the CLX team
• Use your leadership and operational knowledge to explore innovative concepts, promote new ideas, and scale the team to meet business needs

Benefits

US base salary range for this full-time position is $110,000 - $130,000 + equity + benefits