Accident Process Manager

TrxNow; Okolona (TN); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health benefits: dental, vision

Paid time off

Bonus structure

Life & AD&D and LT Disability

Job summary

TrxNow seeks an Accident Process Manager to lead the FNOL workflow for automotive accidents within our roadside assistance call center. You will supervise teams, design intake processes, and ensure rapid, accurate data collection and empathetic customer service during high-stress incidents.

The role requires 4+ years in high-volume call center operations, strong logistics know-how, and the ability to maintain poise under pressure.

Qualifications

• Deep knowledge of FNOL processes, auto insurance claims, and logistics dispatching.
• Executive level proficiency with CRM and real-time tracking platforms.
• Strong verbal and written communication to lead field/internal teams and report to leadership.
• Ability to manage multiple moving parts simultaneously in high-pressure situations.
• Proven experience improving call center metrics through efficient workflows.

Responsibilities

• Own end-to-end FNOL workflow from intake to resolution.
• Lead and coach dedicated teams servicing roadside assistance programs.
• Design and optimize intake processes for accurate data collection and rapid dispatching.
• Monitor dashboards and KPIs to drive production efficiency and CSAT.
• Ensure compliance, safety, and customer empathy in all interactions.

Skills

FNOL expertise

Crisis management

Communication

Data analysis

Logistics dispatching

Leadership

Adaptability

Education

Bachelor's degree

Master's degree

Tools

CRM tools

Real-time tracking software

Multi-monitor setups

Multi-channel dispatch systems

Data dashboards

Job description

We are seeking a high-caliber Accident Process Manager to oversee the First Notice of Loss (FNOL) process for automotive accidents within our roadside assistance call center. This is a leadership role designed for an expert in high-stakes logistics and real-time event management to directly manage dedicated teams that will service large, high-profile insurance client roadside assistance programs. This role will be responsible to design, optimize and oversee the intake process to ensure that when motorists call after an accident, our agents collect critical data accurately, coordinate emergency or towing logistics rapidly, and deliver best-in-class empathetic customer service.The ideal candidate is a tactical leader who can remain calm under fire, digest complex data from multiple sources, and steer their team effectively through high-pressure situations with poise and precision. This individual will own the end-to-end FNOL workflow, balancing production efficiency with strict compliance, member safety, and high customer satisfaction (CSAT).If you have the intuition of a strategist and the execution of a field commander, we want to hear from you. Apply today to lead our Accident Process Team.Required Qualifications/SkillsSubject Expertise – Deep knowledge of FNOL processes, auto insurance claims, and logistics dispatching.Technical Fluency – Expert-level proficiency in CRM tools, multi-monitor setups, CRM tools, real-time tracking software, multi-channel dispatch systems, and data-driven dashboard monitoring.Communications Mastery – Articulate and professional voice with the ability to provide clear directives to to field/internal teams and "manage up" to senior leadership.Cognitive Ability – Exceptional ability to track multiple moving parts simultaneously and transition from routine operations to high-priority events without losing focus.Logistics & Analytical Expertise – Proven ability to manage complex systems, translate call center metrics into actionable process improvements, and create workflows that support distressed callers.Management Experience – Minimum four (4+) years in high-volume call center operations management, specifically within roadside assistance, automotive insurance, or emergency dispatch operations.Adaptability and comfort with shifting priorities in a fast-paced, evolving environment.Preferred QualificationsBilingual English/Spanish or English/FrenchStrong reporting skills, with a focus on productivity and efficiencyBachelor's or Master's degree from an accredited institutionBenefitsFlexible work environmentHealth benefits including health, dental, and vision plansLife & AD&D and Long-Term DisabilityPaid time offBonus structureAllied Dispatch Solutions, LLC, is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.