Senior Manager, Insurance Program

Role Description

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.

What You’ll Do

• Team Leadership & Development
  • 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.
• Insurance Operations Management
  • 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.
• Vendor & Cross-Functional Collaboration
  • 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.
• Process Improvement & Compliance
  • 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.
• Customer & Stakeholder Experience
  • 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.

Key Outcomes for the First 12 Months

• Quarter 1: Immerse in the business — audit current claims workflows, SLA performance, compliance posture, and vendor relationships. Establish baseline KPIs across claim cycle time, resolution rates, CSAT, and SLA adherence. Set clear performance expectations and development goals for both Insurance and Compliance Specialists. Present a prioritized 12-month improvement plan to the Director of Support and Fulfillment.
• Quarter 2: Launch refreshed onboarding and training materials for the team in partnership with QA and Training, ensuring consistent coverage knowledge and service quality. Begin formalizing SOPs for all core claims and inquiry workflows. Conduct a structured vendor performance review for all third-party insurance partners, confirming service standards and contractual obligations are being met.
• Quarter 3: Complete and publish SOPs for all claims handling and customer communication workflows. Implement at least two tooling or automation improvements that measurably increase team efficiency. Drive SLA adherence above 95% across all claim types and achieve CSAT above 9 for both resident and PMC interactions. Reduce complex claim escalations by 20% through improved specialist training and clearer escalation protocols.
• Quarter 4: Deliver a comprehensive Insurance Program performance report to the Director of Support and Fulfillment — covering claim volume trends, cycle times, resolution rates, vendor performance, CSAT benchmarks, and team KPIs — with strategic recommendations for the year ahead. Establish the Sr. Manager role as the recognized internal authority on insurance operations, compliance readiness, and program strategy heading into the next fiscal year.

Qualifications

• 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.

Benefits

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
• Location: Work remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with the world’s first Resident Experience Platform
• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
• 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