Senior Manager, Insurance Program

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Second Nature

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2012

☁️ SaaS

🏠 Immobilier

🤝 B2B

💰 €16 399 999 Series C en 2020-03

SaaS • Real Estate • B2B

Second Nature est une plateforme d'expérience résidentielle qui aide les gestionnaires immobiliers à personnaliser et automatiser l'intégration et les bénéfices des résidents. Son logiciel combine l'intégration des résidents, des forfaits de bénéfices personnalisables pour les résidents et un moteur d'orchestration appelé Maestro pour simplifier les baux, les tâches de déménagement, la construction de crédit, l'assurance locataire, les services publics et autres services pour résidents. Proposée en tant que plateforme cloud pour les sociétés de gestion immobilière, Second Nature vise à améliorer la fidélisation des résidents, réduire les impayés et les coûts de maintenance, et augmenter l'efficacité opérationnelle.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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