Claims Automotive Team Manager

AAA Auto Club Enterprises; Coppell (TX); On-site; USD 93,000 - 124,000; Full time

Benefits offered by this job

Health coverage for medical, dental, &

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises in Coppell, TX, is seeking a Claims Workforce Manager to join the Claims Workforce Management team. You will forecast staffing needs, oversee daily claims activities, and drive performance through coaching and data-driven decisions.

The ideal candidate has strong forecasting capabilities and advanced Excel skills, with experience in workforce planning, capacity forecasting, and analyzing operational data to optimize staffing and service outcomes.

Qualifications

• Bachelor's degree or equivalent combination of education and experience (preferred).
• 4–6 years automotive claims handling (required).
• 1–3 years supervisory experience (preferred).
• Advanced organizational, planning and delegation skills.
• Excellent oral and written communication skills.
• Strong interpersonal skills and ability to lead change.
• Valid driver's license with acceptable DMV record and minimum liability insurance.

Responsibilities

• Review claims operations and monitor performance metrics to drive improvements.
• Coach and counsel employees on performance and development.
• Resolve customer service issues and monitor satisfaction and needs.
• Oversee recruitment, training, and succession planning for the team.
• Lead meetings with management to communicate goals and reinforce performance expectations.
• Maintain awareness of industry developments and best practices.
• Participate in committees and projects supporting organizational objectives.

Skills

Forecasting

Advanced Excel

Leadership

Communication

Education

Bachelor's degree or equivalent

Tools

Excel

Job description

This role supports the Claims Workforce Management team and requires a candidate with strong forecasting capabilities and advanced Excel skills. The ideal candidate will be experienced in workforce planning, capacity forecasting, and analyzing operational data to drive staffing decisions.

Job Summary

This management position serves as an instrumental component of the day to day activities within the claims unit. Primary functions include coordinating, directing, and overseeing claims activities of a team(s). Key accountabilities include leadership, support, and coaching to ensure compliance of regulatory and statutory requirements, and technical and customer service Best Practices.

Job Duties

• Review claim files regularly for quality. Track and monitor all statistical measures and behavioral indicators to evaluate Claims Reps performance (e.g. file review, audits, reports and complaints).
• Coach and counsel employees on performance in a responsive and timely manner.
• Resolve a variety of customer service issues through communication and interaction. Implement effective ways (internal/external) to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs.
• Manage employee recruitment and development effectively. Identify and implement staff development and training needs to support an effective succession plan.
• Lead meetings in collaboration with unit management to communicate goals with direct reports and reinforce/monitor behavior that furthers technical and customer service performance expectations.
• Maintain knowledge of current industry developments and best practices.
• Participate in committees and projects that will support the organization's goals and objectives.

Qualifications

• Bachelors Equivalent combination of education and experience Preferred
• 4-6 years Automotive Claims handling Required
• 1-3 years Supervisory Preferred
• Advanced organizational, planning and delegation skills critical.
• Advanced oral and written communication skills necessary.
• Advanced interpersonal skills essential.
• Ability to effectively lead change required.
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required
• Chartered Property Casualty Underwriter - Insurance Institute of America Preferred

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

The starting pay range for this position is:

$92,600.00 - $123,600.00

Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify