Manager, Claims Operations

Ladders; United States; Remote; USD 103,000 - 198,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vis

401(k) and pension options

Life insurance

Parental benefits

Adoption assistance

Paid time off including holidays and

Wellness programs and professional dev

Job summary

Ladders is seeking a Manager, Claims Operations to lead a high-volume, customer-focused claims team in a remote, US-based role. You will coach supervisors, oversee workload management, and drive process discipline to improve member experience and policy compliance.

This position partners across the organization to enhance operational effectiveness, supports sound decisions, and develops staff through coaching and performance management. Remote work available nationwide; travel may be required.

Qualifications

• Bachelor's degree or 4 years of relevant experience in lieu of a degree.
• 6 years of customer service or operations experience, with 5 years in claims handling.
• 2 years of team lead or supervisory experience.
• Experience interpreting data for decision-making.
• Leadership and customer service skills.
• Insurance adjuster license to be acquired within 6 months of start.
• Willingness to work weekends and travel up to 25% of the time.

Responsibilities

• Inspect and review claim files for quality and provide feedback
• Coach employees to align contributions with strategies
• Identify and implement improvements for operational effectiveness and member experience
• Remove obstacles and facilitate change for teams
• Manage staffing, training needs, and workload for productivity
• Monitor work to ensure adherence to processes and guidelines
• Handle escalations and make policy-based decisions
• Support career progression through skill development and guidance
• Develop and coach claims staff for results
• Identify risks associated with business activities and ensure compliance

Skills

Customer service

Leadership

Data interpretation

Team lead

Education

Bachelor's degree or 4 years relevant experience

Job description

For our client, we are seeking a Manager, Claims Operations to join the team of a leader in the Finance & Insurance space. This role will oversee claims operations with a strong focus on process discipline, quality review, and team performance in a high-volume, customer-focused environment. You will guide supervisors and employees through workload management, coaching, and escalation handling while helping drive a better member experience. The position also partners across the organization to improve operational effectiveness, ensure compliance, and support sound policy-based decisions.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $103,450 – $197,730 annually

Responsibilities

• Inspect and review claim files for quality and provide feedback
• Coach employees to align their contributions with overall strategies
• Identify and implement improvements for operational effectiveness and member experience
• Remove obstacles and facilitate change for teams
• Manage staffing, training needs, and workload for optimal productivity
• Monitor work to ensure adherence to processes and guidelines
• Handle escalations and make policy-based decisions
• Support career progression through skill development and guidance
• Develop and coach claims staff for results
• Identify risks associated with business activities and ensure compliance

Qualifications

• Bachelor's degree or 4 years of relevant experience in lieu of a degree
• 6 years of customer service or operational experience, with 5 years specifically in claims handling
• 2 years of team lead or supervisory experience
• Experience in data interpretation for decision-making
• Effective leadership and customer service skills
• Insurance adjuster license acquisition within 6 months of starting
• Willingness to work weekends and travel up to 25% of the time

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) and pension options
• Life insurance and parental benefits
• Adoption assistance
• Paid time off including holidays and volunteer hours
• Wellness programs and support for professional development

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.