Sr. Manager, Claims (Remote - US)

Openly

4h•Remote

About The Position

Openly is rebuilding insurance from the ground up, re-envisioning and enhancing every aspect of the customer experience. This requires a rapidly growing team of exceptional, curious, empathetic people across various skill sets. Openly was created to fill a market gap for premium insurance made simple, offering customizable, competitive prices and more complete coverage using cutting-edge data and technology. The company focuses on a better overall experience, from tailored claims handling to responsive customer service. At Openly, people are as important as the product, emphasizing collaboration, communication, and work-life balance, guided by core values: Integrity, Empathy, Teamwork, Curiosity, and Urgency. The company is committed to Diversity, Equity, & Inclusion. The Senior Manager, Claims Process Improvement is a strategic leadership role within the Personal Lines Claims organization. This role is responsible for identifying, designing, and implementing large-scale process improvement initiatives to drive operational excellence and measurable business outcomes. The Senior Manager owns the end-to-end continuous improvement lifecycle, from root cause analysis and data-driven diagnostics through process design, SOP development, and sustained performance monitoring, while directly leading a team of process improvement professionals. The ideal candidate is a structured problem-solver with deep claims knowledge, expertise in Lean, Six Sigma, or Agile methodologies, and the ability to influence at all organizational levels. All actions in this role are grounded in Openly's five core values.

Requirements

5+ years of experience in process improvement, project management, or operations within a P&C insurance environment.
5+ years of leadership experience with a demonstrated track record of managing teams and driving change in complex environments.
In-depth knowledge of property claims processes, including FNOL, coverage verification, evaluation, and settlement.
Bachelor’s degree in Business, Engineering, or a related field.
Strong analytical, critical thinking, and problem-solving abilities.
Proficiency in process mapping/workflow software and data analysis tools.
Excellent written and verbal communication skills.
Demonstrated ability to present confidently to senior leadership and facilitate large group training and working sessions.
Proven ability to use data analytics to drive operational decisions, validate improvement results, and communicate findings to diverse audiences.
Demonstrated track record of modeling Openly’s core values — Integrity, Teamwork, Curiosity, Urgency, and Empathy — in both results and in how those results are achieved.
Experience with development and performance management.
Comfortable with constant change, adaptability, and flexibility.
Some travel will be required.
Extended hours may be required during catastrophe (CAT) events, audit cycles, or project deadlines.

Nice To Haves

10+ years of P&C claims experience.
Advanced degrees or certifications (e.g., Lean Six Sigma Black Belt).
Lean Six Sigma Black Belt or Green Belt certification.
Background in change management or training delivery to support process and system rollouts.
Experience with program and project management tools and methodologies.
Familiarity with claims management systems, claims estimating platforms (e.g. Cotality), and Microsoft Office Suite / Google Products.

Responsibilities

Identify, prioritize, and lead large-scale, complex process improvement initiatives across the Claims organization, driving measurable gains in efficiency, quality, and customer experience.
Translate executive strategy into actionable improvement roadmaps with clear milestones, ownership, and measurable outcomes.
Partner with Claims leadership and cross-functional teams to align improvement priorities with organizational goals, ensuring all stakeholders are on track with project requirements, timelines, and deliverables.
Maintain rigorous documentation of process workflows, SOPs, and implementation guidelines; ensure all changes are accurately captured, version-controlled, and communicated.
Apply Lean, Six Sigma, Kaizen, or Agile methodologies to design, develop, and refine Standard Operating Procedures (SOPs) that drive consistency and quality across the Claims organization.
Conduct structured root cause analysis of process failures; identify business problems and use data analysis to develop targeted, evidence-based solutions.
Lead process mapping and workflow design events, facilitating cross-functional working sessions that produce actionable, implementable outputs.
Champion the Design–Perform–Measure cycle and the Check-and-Act phase across all improvement initiatives, ensuring sustainable adoption and continuous refinement.
Utilize data, KPIs, and operational dashboards to measure process performance, identify inefficiencies, and validate improvement results across the Claims organization.
Prepare and deliver executive-level presentations on process performance, improvement initiatives, and organizational impact to senior leadership.
Surface leading indicators proactively to address emerging performance risks before they escalate; translate findings into clear, actionable recommendations.
Apply systems thinking to evaluate the downstream impact of process changes on claims outcomes, employee experience, and organizational goals.
Directly lead and develop a team of process improvement professionals, providing ongoing coaching, feedback, and performance management.
Coach and train employees across the Claims organization on continuous improvement concepts and methodologies, building lasting organizational capability.
Develop and deliver engaging training programs and materials that translate complex process content into clear, practical guidance for claims staff and managers.
Collaborate with Claims Operations, People Operations, Authority, IT, Finance, and Legal to align improvement initiatives with enterprise-wide objectives.
Influence upward by presenting data-backed recommendations, strategic insights, and improvement proposals to senior leadership.
Define and mitigate process and project risk through proactive issue identification and effective resolution with teams and stakeholders.
Represent the Process Improvement function in enterprise-wide initiatives, cross-functional committees, and strategic planning sessions.

Benefits

Remote-First Culture - We supported #remotelife long before it was a given. We'll keep promoting it.
Competitive Salary & Equity
Comprehensive Medical, Dental, and Vision Plan Offerings
Life and disability coverage including voluntary options
Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements (Birthing parents may be eligible for additional leave through STD)
401K Company Contribution - Openly contributes 3% of the employee's gross income, even if the employee does not contribute.
Work-from-home stipend - We provide a $1,500 allowance to spend on setting up your home workplace
Annual Professional Development Fund: Each employee has $2,000 in professional development (PD) funds to spend on activities or resources annually. We want each Openly employee to achieve personal and professional success and to feel supported, confident, and informed about improving their efficiency and productivity.
Be Well Program - Employees receive $50 per month to use towards your overall well-being
Paid Volunteer Service Hours
Referral Program and Reward
Depending on position, Employees generally are eligible for cash incentive compensation, including commissions for sales eligible roles.