Claims Operations Manager

AAA • Costa Mesa, CA

2d

About The Position

Claims Operations Manager The Claims Operations Manager is a key leadership role within the Property Claims organization, responsible for the strategic oversight and day-to-day execution of several critical shared service operational teams. This position ensures the seamless integration and performance of the Vendor Relations Team, Water Mitigation Team, Desk Management Team, and the Field Adjuster Dispatch Unit, all of which play essential roles in delivering timely, accurate, and high-quality service to our members. The ideal candidate will bring strong property claims experience, with a proven ability to lead cross-functional teams, drive performance through data and accountability, and innovate operational workflows through technology. This leader will partner closely with internal and external stakeholders to uphold service standards, ensure regulatory compliance, and advance the organization’s strategic goals.

Requirements

• Bachelor’s degree preferred; relevant industry certifications (e.g., IICRC, AIC, CPCU) a plus
• 7-9 years Progressively increasing responsibility in an area such as budgetary and financial analysis, business performance, operational excellence, or operations management. Required
• 5-7 years Management/Supervisory Preferred
• Demonstrated success launching or piloting new technology or workflow solutions (e.g., virtual inspection tools, automated triage, vendor portals)
• Strong understanding of property claims complexity tiers, especially for virtual assignments, water mitigation, and field assignment triage
• Experience leading virtual/hybrid teams across multiple markets
• Exceptional communication, project management, presentation, and analytical skills
• Professional verbal and written communication skills required.
• Proven interpersonal skills working in a team environment, creating a motivation for high achievement.
• Must be able to delegate and oversee projects and assignments to other employees as directed.
• Ability to express complex technical concepts in terms non-technical people can understand.
• Ability to interface with Senior Management
• Ability to accurately compile, analyze and provide reporting for large quantities of complex data.

Responsibilities

• Manages all aspects of key initiatives including research, scope, requirements, analysis, costs/benefits, communication mediums and tracking of results in support of the Head of Property Claims operations.
• Drives business results through development, creation, and implementation of standardized operating procedures, reporting formats, audit practices, operational functions, technology enhancements, and business plans.
• Develops, manages, and analyzes expenses, budget, service quality, staffing, and related business unit functions and makes recommendations for goal obtainment in all areas.
• Coordinates projects, special assignments, and other daily/monthly activities with other areas as needed.
• Apply advanced project management techniques, determine appropriate analytical approaches and develop project plans outlining current state, defining objective deliverables and measure of success.
• Oversees staff engaged in business performance analysis, budgeting, ad-hoc analysis, incentive calculations, and other statistical and research projects in support of the business unit.
• Ensures daily, weekly, monthly, and annual reports are distributed on time and are accurate.
• Hires, trains, develops, evaluates, and terminates staff as necessary, in accordance with company policies and federal/state regulations, with input from the Human Resources department.
• Provides coaching and development opportunities and addresses performance issues as appropriate.
• Reviews and recommends direction for all financial and capital expenditure decisions of the business unit to assess profitability and alignment with business objectives. Decisions include development of policies and procedures and best practices.
• Makes decisions involving goal and resource allocation within the business unit. Problem solving includes, maximizing office performance in the areas of revenue, budget and service goals, as well as office and or agent productivity issues. Decisions are generally made independently. In the most complex situations, decisions are elevated to the executive level. Work is complex and requires broad understanding of the business.
• Lead performance management of a diverse network of property vendor partners including restoration, mitigation, board-up, and tarping vendors. Ensure service level agreement (SLA) adherence, customer satisfaction, cost control, and timely resolution of vendor-related escalations.
• Oversee a specialized team responsible for reviewing water mitigation scopes, ensuring compliance with industry standards (e.g., IICRC), validating billing accuracy, and coaching vendors and adjusters on appropriate drying protocols.
• Manage a team of desk adjusters responsible for handling inside property claims. Ensure claim quality, workflow adherence, and alignment with complexity tiers. Promote continuous improvement through coaching, QA review, and digital solution integration.
• Direct the field dispatching of assignments to staff and independent adjusters. Maintain real-time capacity and cycle time monitoring, ensuring proper triage and geographic alignment of field resources.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager