Senior Manager, Insurance Program

🕒 Maio 8

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Second Nature

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

☁️ SaaS

🏠 Imobiliário

🤝 B2B

💰 $16.399.999 Series C em 2020-03

SaaS • Real Estate • B2B

Second Nature é uma Plataforma de Experiência do Residente que ajuda administradores de propriedades a personalizar e automatizar a integração e benefícios dos residentes. Seu software combina Integração de Residentes, Pacotes Personalizáveis de Benefícios para Residentes e um mecanismo de orquestração chamado Maestro para otimizar contratos de locação, tarefas de mudança, construção de crédito, seguro de locatários, serviços públicos e outros serviços para residentes. Disponibilizada como uma plataforma em nuvem para empresas de gestão de propriedades, a Second Nature visa melhorar a retenção de residentes, reduzir inadimplências e custos de manutenção, e aumentar a eficiência operacional.

Descrição

• 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.

🎯 Requisitos

• 5+ years 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.

🏖️ Benefícios

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan • Flexibility: Open PTO and sick days • The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with 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: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category