second-nature - Senior Manager, Insurance Program

Remote - United States$110k - $130k1mo ago

Remote Senior NA Insurance Logistics Senior Community Manager Insurance Underwriter Team Management Program Management Reporting CSAT Team Leadership

Requirements

• 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: Immerse in the business — audit current claims workflows, SLA performance, compliance posture, and vendor relationships. Establish baseline KPIs across claim cycle time, resolution rates, CSAT, and SLA adherence. Set clear performance expectations and development goals for both Insurance and Compliance Specialists. Present a prioritized 12-month improvement plan to the Director of Support and Fulfillment. • Quarter 2: Launch refreshed onboarding and training materials for the team in partnership with QA and Training, ensuring consistent coverage knowledge and service quality. Begin formalizing SOPs for all core claims and inquiry workflows. Conduct a structured vendor performance review for all third-party insurance partners, confirming service standards and contractual obligations are being met. • Quarter 3: Complete and publish SOPs for all claims handling and customer communication workflows. Implement at least two tooling or automation improvements that measurably increase team efficiency. Drive SLA adherence above 95% across all claim types and achieve CSAT above 9 for both resident and PMC interactions. Reduce complex claim escalations by 20% through improved specialist training and clearer escalation protocols. • Quarter 4: Deliver a comprehensive Insurance Program performance report to the Director of Support and Fulfillment — covering claim volume trends, cycle times, resolution rates, vendor performance, CSAT benchmarks, and team KPIs — with strategic recommendations for the year ahead. Establish the Sr. Manager role as the recognized internal authority on insurance operations, compliance readiness, and program strategy heading into the next fiscal year.

Responsibilities

• 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.

Benefits

• $110K – $130K • Offers Equity • Please note: to ensure that candidates select the most relevant jobs for their skills, we have set up limits to the number of times candidates can apply. The following limits apply to all roles at Second Nature: • Candidates may not apply more than 3 times in any 60 day span for any job. • Candidates may not re-apply to the same role within 60 days if not presented with an offer. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Claim cycle time • Resolution rate • Be present and engaged during your scheduled working hours. Your specific work schedule will be based on your role and team, but you must be able to start your day at 10am or 10:30am ET at least one day per week. • Work from a quiet, professional, and distraction-free space. • Have a dependable high-speed internet connection that supports video calls, as we operate with cameras on by default. • Attend our bi-annual company-wide in-person meetings, with all business travel costs reimbursed according to company policy.