Manager Customer Relations

ICW Group • Pleasanton, CA

6d • $104,125 - $175,600 • Hybrid

About The Position

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible. Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday! Learn more about why you want to be here! PURPOSE OF THE JOB The purpose of Manager of Customer Relations is to provide leadership for the Claims Account Management program and manage a team of Claims Account Managers. This position serves as the primary point of leadership and accountability for customer engagement related to Claims, ensuring service delivery aligns with Company standards, claims philosophy, and customer expectations.

Requirements

• Bachelor's degree required in Business Administration, Management, or related field; or equivalent combination of education and experience.
• Minimum 5 years of experience as a Claims Examiner required.
• Supervisory experience required.
• Strong working knowledge in a Workers' Compensation Claims Examiner role with exposure to multiple lines of business considered a plus.
• Excellent written and verbal communication skills.
• Strong working knowledge of Microsoft Office programs including Excel, Word and PowerPoint.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to write reports, business correspondence or procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

Nice To Haves

• Minimum 2 years of related experience and/or training in a customer service role preferred.
• Strong working knowledge in a Workers' Compensation Claims Examiner role with exposure to multiple lines of business considered a plus.

Responsibilities

• Customer Leadership & Escalation Management Leads the Customer Care function to ensure a consistent, high-quality customer experience. Ensures effective resolution of customer inquiries and complaints, serving as an escalation point for complex issues. Drives coordination across Claims, Underwriting, Risk Management to support customer needs. Ensures customers receive clear communication regarding claims philosophy, injury management, and service expectations.
• Cross-Functional Customer Leadership Provides strategic oversight of Claims Account Management coordination across Claims, Underwriting, and Risk Management to ensure consistent, high-quality account servicing. Ensures customer issues, trends and opportunities are escalated appropriately and addressed through cross-functional partnership and leadership alignment. Uses performance data and insights to guide customer strategy and continuous improvement initiatives.
• Claims Review Oversight & Governance Provides strategic and operational oversight of the claims review process to ensure high-quality customer engagement and alignment with policy agreements. Ensures effective coordination, reporting, and follow-through across claim reviews, reinforcing ICW Group’s claim’s philosophy and service commitments. Hold team members accountable for timely scheduling, accurate reporting, and clear communication of claim review outcomes.
• Customer Insights & Analytics Analyzes customer data to identify trends and deliver actionable insights that support service improvement and leadership decision-making. Maintains and reviews customer activity to track issues, escalating key trends to upper management. Ensure data accuracy and integrity across customer reporting and analytics.
• Team Leadership & Operational Execution Provides daily direction to the team. Communicates Mission, Values, and other organization operating principles to direct reports. Establishes and maintains the overall work cadence and, in partnership with Department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire team is engaged and that leadership practices encourage development, recognition, and retention. Establishes and adheres to hiring criteria, on-boarding, and training requirements for incoming staff. Oversees the performance management and development process for the team and performs performance management duties, development planning and coaching for direct reports. Acts as a resource for team members to answer questions and solve complex problems. Manages budget, technology and other resources, workload, and customer requests for Department services. Ensures adherence to all Company policies and procedures and Compliance responsibilities. Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team. Manages budget, technology and other resources, workload, and customer requests for Department services. Ensures adherence to all Company policies and procedures and Compliance responsibilities. Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team.
• Directly supervises employees within the Customer Care Program team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.

Benefits

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
• Bonus potential for all positions
• Paid Time Off
• Paid holidays throughout the calendar year
• Want to continue learning? We’ll support you 100%

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees