Captive Experience Leader
About The Position
The Captive Experience Leader owns all captive escalations and complaints, serving as the primary client-facing leader for captive members, brokers, and stakeholders. The role ensures each issue is acknowledged, navigated, resolved, and closed with discipline and professionalism, while overseeing a team of Captive Experience Specialists. It is a high-judgment, service-driven leadership position focused on protecting relationships, driving accountability, and converting escalations into systemic improvements. The role is remote. The Leader coordinates with claims teams, risk managers, supervisors, Quality, and Operations to secure timely responses, remove blockers, identify root causes and emerging trends, and ensure corrective actions are implemented and sustained.
Requirements
- High school diploma.
- Workers' compensation claims handling and lead experience.
- Strong captive and formal leadership experience.
- At least 9 years of workers' compensation claims experience.
- Knowledge of accepted industry standards and practices.
- Computer experience with related claims and business software.
Nice To Haves
- Bachelor's degree.
- Previous auditing experience and strong process management skills.
- Ability to pivot frequently and thrive in an organized work style.
- Client service leadership experience with claims and captive background.
Responsibilities
- Own captive escalations and complaints from intake through final resolution and closure.
- Oversee a team of Captive Experience Specialists.
- Serve as the client-facing escalation contact for members, brokers, and captives.
- Set clear response expectations, including acknowledging requests and specifying response dates.
- Navigate claims, risk managers, supervisors, Quality, and Operations to secure timely responses.
- Escalate non-responsiveness and remove delays or blockers when work gets stuck.
- Conduct structured root cause analysis to identify recurring drivers.
- Translate escalation insights into remediation, coaching, and training needs.
- Identify risk patterns and emerging escalation trends.
- Partner with QPG, Claims, and Operations to drive corrective actions and confirm remediation is effectively implemented and sustained.
Benefits
- Competitive compensation.
- Comprehensive benefits programs designed to support well-being.
- Career development opportunities and ongoing learning.
- A collaborative, people-first culture with accessible leadership.
- Meaningful work with global reach and local impact.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
