Senior Manager, Insurance Program

Second Nature

4d • Remote

About The Position

Second Nature is seeking a senior, strategic leader to take ownership of our Insurance Program as Sr. Manager of Insurance Program. In this role, you’ll lead the end-to-end operational excellence of the Second Nature Insurance package — managing direct reports, overseeing claims operations, and building scalable processes that deliver a best-in-class experience for residents and property management companies. You’ll report to the Director of Support and Fulfillment and serve as the primary internal expert and cross-functional liaison for all things insurance.

Requirements

• 5+ years experience in insurance operations, claims management, or customer support
• 3+ years in a people management role.
• P&C license in at least one state
• Proven ability to lead and develop teams in a fast-paced, remote environment.
• Strong understanding of insurance products, claims lifecycle, compliance requirements, and vendor management.
• Experience managing third-party insurance vendor relationships and adjudication workflows.
• Familiarity with umbrella insurance policies and multi-party claims processes.
• Data-driven mindset with experience tracking team KPIs and using insights to drive decisions.
• Experience with CRM platforms such as Salesforce and support ticketing systems.
• Familiarity with quality assurance frameworks and workforce management in support environments.

Responsibilities

• Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
• Build a culture of accountability, empathy, and continuous improvement within the team.
• Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality.
• Identify growth opportunities for direct reports and create development plans that stretch and retain top talent.
• Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows.
• Oversee claims process, documentation, escalation, and resolution processes.
• Serve as the primary escalation point for complex, sensitive, or high-value issues.
• Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence.
• Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld.
• Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives.
• Partner with leadership team to align insurance strategy with company-wide CX goals.
• Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement.
• Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team.
• Champion tooling, automation, and data to increase team efficiency without sacrificing service quality.
• Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness.
• Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.
• Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
• Represent the Insurance Program in leadership discussions with data-driven insights and recommendations.

Benefits

• Medical, Dental, Vision, Life Insurance, & 401K Plan
• Work remotely from anywhere in the US
• Open PTO and sick days
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed