Senior Manager, Insurance Program

Second Nature

Senior Manager leading the operational excellence of the Insurance Program at Second Nature. Managing teams and enhancing processes to ensure a top-notch resident experience.

Posted 5/8/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $110,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

insurance operationsclaims managementcustomer supportvendor managementadjudication workflowsdata analysisKPI trackingquality assuranceprocess improvementSOP documentation

Soft Skills

team leadershipcoachingcommunicationempathyaccountabilitycontinuous improvementcollaborationproblem-solvingadaptabilitystakeholder management

Certifications

P&C license