Fiber Infrastructure & Outside Plant Operations - Claims Recovery Manager

Job Summary

The Claims Recovery Manager will support the protection and financial recovery efforts associated with utility and telecommunications fiber optic infrastructure. This role is responsible for managing outside plant damage investigations, coordinating recovery documentation, and supporting claims resolution efforts with contractors, utilities, insurance carriers, and legal representatives.

The position will also assist with network route inspections and infrastructure condition reviews during periods of reduced damage activity. This individual will play a key role in improving documentation quality, recovery success rates, contractor accountability, and overall protection of critical network assets.

Key Roles and Responsibilities

Damage Investigation & Claims Recovery

1. Manage and coordinate outside plant damage investigations involving fiber optic infrastructure, conduit systems, handholes, and related network facilities.
2. Collect, organize, and maintain supporting recovery documentation including:

• Locate tickets
• Pre-dig and post-damage photographs
• Field investigation reports
• Contractor and utility records
• Invoices and restoration cost documentation
• GIS and route mapping information

1. Coordinate with internal engineering, GIS, locate, and operations teams to gather required evidence and technical details.
2. Communicate directly with contractors, excavators, utilities, municipalities, insurance representatives, and legal teams regarding damages and recovery efforts.
3. Track claims status from initial incident through final resolution and cost recovery.
4. Audit investigative reports and supporting documentation for accuracy and completeness.
5. Monitor recovery trends and identify opportunities to improve damage prevention and recovery processes.
6. Support legal counsel with documentation gathering and case preparation as needed.

Contractor & Vendor Oversight

1. Assist in training and managing contract investigative partners and third-party support resources.
2. Establish and maintain standards for investigative reporting and documentation quality.
3. Review contractor deliverables to ensure consistency, timeliness, and compliance with company expectations.

Route Inspection & Network Support

1. Perform or coordinate periodic route inspections of fiber infrastructure and critical network paths.
2. Assist with identifying potential risks including exposed facilities, encroachments, erosion, accessibility concerns, and third-party activity near network assets.
3. Support outside plant teams with documentation updates and field verification efforts as needed.

Reporting & Administrative Support

1. Maintain organized records and tracking systems for claims, recoveries, incidents, and supporting documentation.
2. Generate periodic reports related to damage activity, recovery status, and contractor performance.
3. Assist with continuous improvement initiatives related to network protection and claims recovery processes.

Work Environment

1. Combination of office and field responsibilities. Field duties require occasional in-state travel to support investigations, route inspections, meetings, or contractor coordination activities.

Qualifications and Education Requirements

1. Experience in utility, telecommunications, outside plant, construction, insurance claims, investigations, or related infrastructure industries.
2. Working knowledge of fiber optic outside plant infrastructure and utility construction practices.
3. Strong organizational and documentation management skills.
4. Ability to communicate professionally with contractors, utilities, municipalities, attorneys, and insurance representatives.
5. Proficiency with Microsoft Office applications and ability to learn GIS and ticketing platforms.
6. Ability to manage multiple active investigations and priorities simultaneously.
7. Must have a valid driver's license and will be required to drive a company vehicle on company business. Pre-employment and annual MVR checks will be required during your employment with the company for this position in order to be approved to drive a company-owned vehicle.
8. Background and sex offender checks will be performed for pre-employment and annually during your employment with the company.
9. This role will be required to adhere to the MCNC Substance Abuse policy, which may include drug/alcohol screening at hire and periodically or randomly during employment.

Preferred Qualifications/Specialties

1. Experience reviewing locate tickets, construction documentation, GIS mapping, or field investigation reports.
2. Knowledge of utility locate laws and damage prevention practices.
3. Familiarity with insurance recovery processes and claim documentation.
4. Experience with GIS platforms, mapping systems, or infrastructure records.
5. Strong attention to detail and investigative mindset.
6. Ability to work independently while coordinating across multiple departments.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MCNC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.