Senior Manager, Claims - GAP, Customer Service & Administration

The Senior Manager, Claims – GAP, Customer Service & Administration is the senior operational leader accountable for people, staffing, service delivery, and performance across GAP Claims, Customer Service, and Claims Administration. This position leads through managers and supervisors, setting clear expectations, building leadership capability, and creating a culture of coaching, accountability, employee engagement, and continuous improvement.

The role owns workforce capacity, hiring and retention planning, scheduling, cross-training, productivity, service levels, quality, and timely resolution of work. Using operational reporting and sound judgment, the Senior Manager anticipates challenges, addresses performance gaps, and implements sustainable solutions while maintaining appropriate claims, payment, and compliance controls.

This position partners with Quality, Training, and cross-functional stakeholders to strengthen team readiness and improve the customer experience. The role reports to the VP of Claims – Consumer Solutions and is based in-office at the Richardson, TX headquarters.

Primary Job Functions:

- Provide operational leadership and oversight for GAP Claims, Customer Service, and Claims Administration, ensuring consistent execution, efficiency, service quality, and accountability across all departments.

- Lead, coach, mentor, and develop managers, supervisors, and team leaders, establishing clear performance expectations and a culture of accountability, engagement, and continuous improvement.

- Own workforce planning and staffing strategies, including hiring, scheduling, capacity planning, workload distribution, cross-training, and retention to align resources with business demand.

- Establish structured coaching and performance management practices, including regular one-on-ones, performance evaluations, individual development plans, and timely corrective action when needed.

- Monitor operational performance indicators, including productivity, service levels, customer satisfaction, quality, cycle time, backlogs, and employee performance; implement action plans to close gaps.

- Build a leadership pipeline by identifying high-potential employees, supporting career development, and preparing future leaders through coaching and succession planning.

- Evaluate workflows and implement improvements that increase productivity, standardize execution, reduce unnecessary costs, and improve the customer experience.

- Establish operating routines, reporting structures, and communication practices that keep leaders aligned on priorities, expectations, and departmental goals.

- Promote an engaged, accountable, performance-driven workplace by addressing employee concerns, recognizing strong performance, and reinforcing consistent leadership standards.

- Ensure operational controls, standard operating procedures, quality standards, and compliance requirements are followed across assigned departments.

- Partner with Quality, Training, Human Resources, Technology, and other stakeholders to improve hiring, onboarding, employee readiness, and operational results.

- Lead teams through organizational, process, and technology changes while maintaining service levels, engagement, and operational stability.

- Anticipate staffing challenges, operational risks, and performance trends; develop solutions and take timely action before business results are affected.
Provide regular updates to senior leadership on staffing, operational performance, employee development, challenges, and improvement opportunities.

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform .

Minimum Qualifications :

- Bachelors Degree or equivalent work experience

- 5+ years of progressive experience in operations management, customer service, contact center, claims, or comparable high-volume service environments.

- 3+ years of direct people leadership experience, including coaching and developing supervisors or managers, setting expectations, and managing performance.

- Demonstrated success in workforce planning, staffing models, hiring, scheduling, capacity management, retention, and cross-training to meet changing business needs.

- Proven ability to establish team goals and accountability, conduct performance reviews, deliver constructive feedback, and develop future leaders.

- Experience using operational metrics, productivity and quality reporting, service-level results, and root-cause analysis to drive measurable improvements.

- Ability to lead multiple teams through process changes, resolve escalated operational issues, and partner effectively across departments.

- Working knowledge of claims or GAP administration is preferred, but strong operational leadership experience is the primary qualification

Skills & Competencies Required:

- People Leadership and Coaching: Develops managers, gives actionable feedback, builds trust, and addresses performance concerns directly.

- Workforce Management: Plans capacity, staffing, schedules, cross-training, hiring, and retention to meet business needs.

- Operational Execution: Drives consistent performance, prioritization, ownership, and service delivery across multiple departments.

- Performance Accountability: Uses KPIs, scorecards, root-cause analysis, and follow-through to improve measurable outcomes.Talent Development and

- Engagement: Builds succession pipelines, recognizes achievement, and strengthens team culture.

- Change and Process Improvement: Simplifies work, standardizes practices, and guides teams through change.

- Business Judgment and Controls: Balances service, cost, quality, customer needs, contractual obligations, and operational risk.

- Communication and Collaboration: Influences across teams and communicates expectations, decisions, and progress clearly.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more

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