Manager, Risk Operations & Claims

68b5ff7b-5642-41b3-b889-567091a75baa•Farmers Branch, TX

11h•$80,000 - $90,000

About The Position

The Manager, Risk Operations & Claims oversees the Company's claims administration, safety coordination, insurance program support, incident management, and retail administrative operations. The role leads the Retail Administration team and partners with Human Resources, Operations, Legal, Asset Protection, Finance, insurance brokers, and third-party administrators to minimize organizational risk, manage claims effectively, and strengthen operational controls. The manager coordinates workers' compensation, liability, property damage, and other risk-related matters; drives process improvements; conducts trend analysis; supports investigations; and implements proactive risk mitigation strategies. The position also provides leadership and oversight for Retail Administration functions that support compliance, employee engagement initiatives, operational reporting, and enterprise projects. Duties may include additional tasks assigned by management in support of the organization's strategy and vision.

Requirements

Bachelor's degree in Business Administration, Risk Management, Human Resources, Criminal Justice, Insurance, Safety, or a related field.
At least 5 years of experience in claims management, insurance administration, risk operations, asset protection, investigations, retail operations, or related functions.
At least 2 years of leadership or supervisory experience.
Experience working with workers' compensation, liability claims, third-party administrators, or insurance carriers.
Experience managing multiple projects and cross-functional initiatives simultaneously.

Nice To Haves

Associate in Risk Management (ARM), CPCU, AIC, WCCA, OSHA, or related professional certification.
Experience in retail, convenience store, fuel, hospitality, restaurant, or multi-unit operations.
Experience with surveillance systems, claims administration systems, and incident management platforms.
Wicklander-Zulawski Certification.

Responsibilities

Evaluate reported employee, customer, and third-party incidents to determine potential liability exposure and appropriate claim handling requirements.
Coordinate establishment and submission of workers' compensation, liability, and property damage claims with third-party administrators and insurance partners.
Ensure complete, accurate, and timely collection of supporting claim documentation.
Monitor open claims and coordinate with Human Resources, District Managers, Operations leaders, claims adjusters, legal partners, and other stakeholders to drive timely resolution.
Review incident reports, surveillance footage, witness statements, and supporting documentation to establish facts, timelines, and investigative findings.
Provide investigative support and recommendations to claims adjusters and insurance partners.
Coordinate recurring claim review meetings to evaluate claim status, monitor trends, and identify action items.
Participate in carrier and third-party administrator review meetings to address outstanding claims and open issues.
Monitor claim performance and identify opportunities to reduce claim frequency, severity, and organizational exposure.
Support implementation of corrective actions resulting from claims trends and investigations.
Support administration and enhancement of workplace safety programs; review safety policies, procedures, training content, and documentation, and recommend improvements.
Coordinate safety communications and injury awareness and prevention campaigns; develop and distribute safety flash notifications.
Lead quarterly reviews and analysis of employee and customer injury data; identify recurring trends, operational risk factors, and emerging workplace hazards; recommend ways to improve awareness, reduce incidents, and strengthen safety culture.
Support vehicle safety and driver compliance initiatives and partner with Human Resources and Operations to reinforce accountability and proactive risk management.
Review reports, investigations, and work products generated by the Retail Administration team.
Monitor customer injury incidents, property damage claims, theft reports, burglary incidents, robbery investigations, and related loss events; ensure documentation, investigations, and follow-up are completed promptly.
Identify incident trends, operational vulnerabilities, and opportunities for preventive action.
Coordinate law enforcement requests involving surveillance footage, transactional information, and business records.
Manage responses to subpoenas, legal holds, preservation requests, and related legal matters.
Monitor loyalty program loss reporting and support investigations involving suspected fraud or abuse.
Coordinate property damage claim administration from initial reporting through final reimbursement and resolution.
Partner with Human Resources, Operations, Legal, Risk Management, and Asset Protection on investigations and corrective actions.
Coordinate insurance-related requests, renewals, documentation, and supporting information; maintain relationships with insurance brokers, carriers, and third-party administrators.
Manage Certificates of Insurance (COIs), policy documentation, and related requests; support insurance renewals through data collection and administrative coordination.
Participate in regular insurance review meetings and facilitate resolution of outstanding items; maintain insurance records and documentation.
Develop resources that improve organizational understanding of available coverages, policy provisions, deductibles and retentions, claims reporting requirements, and coverage applicability.
Assist in developing claims reporting protocols and risk decision-making frameworks.
Lead, coach, and develop the Retail Administration team; establish performance expectations and priorities aligned with business objectives.
Review administrative processes and deliverables for quality, consistency, and compliance; audit team workflows and identify opportunities for continuous improvement.
Ensure timely completion of assigned projects, reporting, and operational support activities; foster accountability, service, collaboration, and continuous improvement.
Support team development through training, coaching, and performance management.
Review and audit hiring activities within company systems for compliance with established processes, approvals, and documentation requirements.
Coordinate and monitor participation in operational engagement initiatives, including Day in the Store programs and related surveys.
Support employee recognition initiatives and company communication programs; coordinate presenter schedules and organizational communication activities.
Review and approve departmental administrative purchases and office supply requests.
Coordinate workplace compliance postings and required employment documentation with Human Resources.
Conduct periodic audits of administrative work products and internal processes to ensure quality and compliance.