Sr. Manager, Claims Service

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
The Senior Manager, Claims Service leads a high-performing team of adjusters adjudicating mechanical and ancillary claims in a dynamic auto extended warranty call center environment. Reporting to the Director of Operations, this role focuses on delivering superior customer service, optimizing claims processes, and fostering a culture of continuous improvement. A key focus of this position is leveraging cutting-edge Intelligent Automation (IA) technologies to streamline operations, improve decision-making, and enhance customer satisfaction. Candidates with experience in advanced technologies and data-driven environments will be well-suited for this role.

As a Sr Mgr, Claims Service you will:

• Leadership & Team Development:
• Lead, motivate, and develop a Claims team consisting of adjusters and support staff.
• Provide coaching and training to enhance team performance, technical expertise, and adaptability to new technologies.
• Foster a collaborative, technology-driven, and customer-focused culture.
• Claims Operations:
• Oversee the adjudication of mechanical and ancillary claims, ensuring accuracy, efficiency, and compliance with company guidelines and regulations.
• Utilize IA technologies to optimize claims processing and reduce manual intervention where possible.
• Establish and maintain Standard Operating Procedures (SOPs) that align with the company's technology adoption strategy.
• Monitor performance metrics, including claim closure rates, loss ratios, and customer satisfaction scores, using advanced analytics and reporting tools.
• Ensure proper use of independent inspectors and aftermarket parts.
• Technology Integration & Process Improvement:
• Partner with cross-functional teams to implement IA technologies and modernize claims systems.
• Analyze claims data and trends to recommend and execute process improvements that leverage automation and AI tools.
• Champion the adoption of new systems, ensuring the team is equipped to use cutting-edge technology effectively.
• Customer & Dealer Engagement:
• Ensure a high level of service satisfaction for customers and dealers by maintaining timely and accurate claims resolution.
• Proactively address complaints or escalations to maintain positive relationships and brand reputation.
• Use technology to provide transparency and improve communication with customers and dealers.
• Regulatory Compliance:
• Stay updated on federal, state, and municipal insurance laws and regulations pertaining to extended warranties.
• Ensure all claims processes adhere to legal and company standards, particularly in the context of technology-enabled decision-making.

What We Need From You

• Bachelor's Degree in Business Administration, Automotive Technology, Information Technology, or a related field; or equivalent combination of education and experience
• 7-9 years experience in claims management, preferably in the automotive or insurance industries.
• Proven track record in leading teams, driving operational improvements and implementing technology-driven solutions.
• ASE certifications (minimum of four areas preferred). Required
• Property and Casualty Adjuster's License. Required
• Familiarity with technology platforms such as SQL, Python, AI/ML (Artificial Intelligence/Machine Learning), or similar tools. Preferred

Physical and Environmental RequirementsThe physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Travel Requirements
10% Minimal Travel Required

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at TalentAcquisition@friedkin.com. We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.