Incident and Intake Investigation Manager

Circle K • Raleigh, NC

2d

About The Position

The Incident and Intake Investigation Manager leads intake, triage, and investigation of customer, employee, vehicle, property damage, and other operational incidents. The role establishes and maintains standards for incident response, escalation, investigations, and service levels; oversees timely evidence collection and preservation; conducts root-cause analyses; and identifies opportunities to reduce future losses.

The manager escalates significant incidents and partners with Claims, Legal, HSE, and Business Unit stakeholders on high-exposure matters, while supporting litigation readiness through accurate, timely, and well-documented investigations. The role monitors incident trends, develops dashboards, reports, and performance metrics, and drives continuous improvement in incident management processes and technologies, including Riskonnect and ServiceNow. It also leads and develops employees responsible for intake and investigative activities.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• At least 7 years of experience in investigations, claims, risk management, insurance, asset protection, law enforcement, or a related field.
• At least 3 years of leadership experience.
• Strong analytical, organizational, problem-solving, and communication skills.
• Experience managing complex investigations and building cross-functional partnerships.

Nice To Haves

• Experience supporting multi-site retail, convenience store, transportation, or hospitality operations.
• Experience with Riskonnect, ServiceNow, or similar risk management systems.
• Experience with CCTV and digital technologies used to mitigate losses.
• Professional designation such as CSP, CPP, PPP, LPM, LPRC, AIC, ARM, CPCU, CFE, or equivalent.
• Bilingual Spanish.

Responsibilities

• Lead the intake, triage, and investigation of customer, employee, vehicle, property damage, and other operational incidents.
• Establish and maintain incident response, escalation, investigation, and service-level standards.
• Oversee timely collection and preservation of video, photographs, witness statements, records, and other evidence.
• Conduct root-cause analyses and identify opportunities to reduce future losses.
• Escalate significant incidents and partner with Claims, Legal, HSE, and Business Unit stakeholders on high-exposure matters.
• Support litigation readiness through timely, accurate, and well-documented investigations.
• Monitor incident trends and develop dashboards, reporting, and performance metrics.
• Drive continuous improvement of incident management processes and technologies, including Riskonnect and ServiceNow.
• Lead and develop team members responsible for intake and investigative activities.

What This Job Offers

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