Sr. Manager, Claims (Remote - US)

Position Summary

The Senior Manager, Claims Process Improvement is a strategic leadership role within the Personal Lines Claims organization responsible for identifying, designing, and implementing large-scale process improvement initiatives that drive operational excellence and measurable business outcomes. This role 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.

At Openly, everything we do is grounded in our five core values: Integrity, Teamwork, Curiosity, Urgency, and Empathy. In this role, those values are not aspirational — they are operational. How you lead improvement initiatives, engage with data, coach your team, and collaborate with stakeholders should reflect these values every day.

Key Responsibilities

Process Improvement Leadership & Strategy

• 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.

Methodology & Process Design

• 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.

Data Analytics & Performance Monitoring

• 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.

Team Leadership & Capability Building

• 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.

Cross-Functional Collaboration & Leadership Influence

• 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.

Required Qualifications

• 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; 10+ years of P&C claims experience preferred.
• Bachelor’s degree in Business, Engineering, or a related field required; advanced degrees or certifications (e.g., Lean Six Sigma Black Belt) strongly preferred.
• 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
• Some travel will be required
• Extended hours may be required during catastrophe (CAT) events, audit cycles, or project deadlines.
• We are a rapidly growing company; with growth comes change. Candidates must be comfortable with constant change, adaptability, and flexibility.

Preferred Qualifications

• 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.