Accident Process Manager

TrxNow•Johnson City, TN

8d•$50,000 - $55,000•Onsite

About The Position

We are seeking a high-caliber Accident Process Manager to oversee the First Notice of Loss (FNOL) process for automotive accidents within our roadside assistance call center. This is a leadership role designed for an expert in high-stakes logistics and real-time event management to directly manage dedicated teams that will service large, high-profile insurance client roadside assistance programs. This role will be responsible to design, optimize and oversee the intake process to ensure that when motorists call after an accident, our agents collect critical data accurately, coordinate emergency or towing logistics rapidly, and deliver best-in-class empathetic customer service. The ideal candidate is a tactical leader who can remain calm under fire, digest complex data from multiple sources, and steer their team effectively through high-pressure situations with poise and precision. This individual will own the end-to-end FNOL workflow, balancing production efficiency with strict compliance, member safety, and high customer satisfaction (CSAT). If you have the intuition of a strategist and the execution of a field commander, we want to hear from you. Apply today to lead our Accident Process Team.

Requirements

Deep knowledge of FNOL processes, auto insurance claims, and logistics dispatching.
Expert-level proficiency in CRM tools, multi-monitor setups, CRM tools, real-time tracking software, multi-channel dispatch systems, and data-driven dashboard monitoring.
Articulate and professional voice with the ability to provide clear directives to field/internal teams and "manage up" to senior leadership.
Exceptional ability to track multiple moving parts simultaneously and transition from routine operations to high-priority events without losing focus.
Proven ability to manage complex systems, translate call center metrics into actionable process improvements, and create workflows that support distressed callers.
Minimum four (4+) years in high-volume call center operations management, specifically within roadside assistance, automotive insurance, or emergency dispatch operations.
Adaptability and comfort with shifting priorities in a fast-paced, evolving environment.

Nice To Haves

Bilingual English/Spanish or English/French
Strong reporting skills, with a focus on productivity and efficiency

Responsibilities

Oversee the First Notice of Loss (FNOL) process for automotive accidents within our roadside assistance call center.
Manage dedicated teams that service large, high-profile insurance client roadside assistance programs.
Design, optimize, and oversee the intake process to ensure accurate data collection, rapid coordination of emergency or towing logistics, and best-in-class empathetic customer service.
Own the end-to-end FNOL workflow, balancing production efficiency with strict compliance, member safety, and high customer satisfaction (CSAT).