Program Manager, Claims Learning – Operational Excellence

Jobtailor; Colorado; On-site; USD 110,000 - 150,000; Full time

Job summary

Jobtailor in United States (Colorado) seeks an experienced Learning & Development leader for Claims to design, implement, and govern learning across onboarding, curricula, and continuing education. You will partner with Claims leaders and HR to align solutions with priorities and evaluate outcomes with metrics.

The role requires building blended learning ecosystems, delivering instructor-led and digital solutions, and driving improvements in standards, workflows, and QA across Claims operations.

Qualifications

• Seven or more years of progressively responsible experience in property and casualty claims, claims operations, or a closely related function.
• At least two years leading or owning department level initiatives in claims learning, quality assurance, operational documentation, process improvement, or organizational change.
• Experience supporting technical learning programs, claims quality assurance, or operational improvement initiatives.
• Experience leading cross functional projects involving operational, regulatory, product, technology, or system changes.
• Experience developing eLearning or blended learning solutions using tools such as Articulate or Camtasia is preferred.
• A professional insurance designation such as AIC, CPCU, or SCLA is preferred; if not held at hire, obtaining an agreed upon designation within a defined timeframe is required
• Working knowledge of property and casualty claims practices, claims handling standards, and regulatory requirements
• Ability to analyze information, communicate clearly with technical and nontechnical audiences, build commitment without formal authority, and follow through on results

Responsibilities

• Lead the Claims learning strategy, curriculum, onboarding, annual training plan, and continuing education program
• Design and implement instructor-led, virtual, self-paced, and blended learning solutions with Enterprise Learning and Development
• Partner with Claims leaders, subject matter experts, Human Resources, and learning partners to identify needs and align solutions with operational priorities
• Evaluate learning effectiveness using assessments, participant feedback, quality trends, and operational metrics
• Govern Claims standards, procedures, workflows, best practices, and supporting resources
• Maintain the Claims Operations Manual and related documentation, coordinating reviews and updates as requirements change
• Lead communication, knowledge transfer, and implementation activities for product, policy, regulatory, technology, system, and process changes
• Lead Claims quality assurance activities, including quality standards, measurement tools, dashboards, and reports
• Analyze quality reviews, audits, and operational metrics to identify trends and performance gaps
• Recommend learning, coaching, corrective action, or process improvements
• Lead operational readiness and assigned process improvement initiatives by improving workflows, establishing success measures, monitoring implementation, and evaluating results
• Serve as a trusted partner to Claims leaders and subject matter experts, translating business needs into practical learning and operational solutions

Skills

Learning Strategy

Quality Assurance Leadership

ELearning Development

Operational Documentation

Process Improvement

Stakeholder Engagement

Analytical Thinking

Change Management

Education

Bachelor's degree in Learning & Development or related field

Tools

Articulate

Camtasia

Job description

• Lead the Claims learning strategy, curriculum, onboarding, annual training plan, and continuing education program
• Design and implement instructor-led, virtual, self-paced, and blended learning solutions with Enterprise Learning and Development
• Partner with Claims leaders, subject matter experts, Human Resources, and learning partners to identify needs and align solutions with operational priorities
• Evaluate learning effectiveness using assessments, participant feedback, quality trends, and operational metrics
• Govern Claims standards, procedures, workflows, best practices, and supporting resources
• Maintain the Claims Operations Manual and related documentation, coordinating reviews and updates as requirements change
• Lead communication, knowledge transfer, and implementation activities for product, policy, regulatory, technology, system, and process changes
• Lead Claims quality assurance activities, including quality standards, measurement tools, dashboards, and reports
• Analyze quality reviews, audits, and operational metrics to identify trends and performance gaps
• Recommend learning, coaching, corrective action, or process improvements
• Lead operational readiness and assigned process improvement initiatives by improving workflows, establishing success measures, monitoring implementation, and evaluating results
• Serve as a trusted partner to Claims leaders and subject matter experts, translating business needs into practical learning and operational solutions

Requirements

• Seven or more years of progressively responsible experience in property and casualty claims, claims operations, or a closely related function
• At least two years leading or owning department level initiatives in claims learning, quality assurance, operational documentation, process improvement, or organizational change
• Experience supporting technical learning programs, claims quality assurance, or operational improvement initiatives
• Experience leading cross functional projects involving operational, regulatory, product, technology, or system changes
• Experience developing eLearning or blended learning solutions using tools such as Articulate or Camtasia is preferred
• A professional insurance designation such as AIC, CPCU, or SCLA is preferred; if not held at hire, obtaining an agreed upon designation within a defined timeframe is required
• Working knowledge of property and casualty claims practices, claims handling standards, and regulatory requirements
• Ability to analyze information, communicate clearly with technical and nontechnical audiences, build commitment without formal authority, and follow through on results
• Any combination of education, training, and experience that would provide the knowledge and capabilities required for successful performance may be considered qualifying

Core Competencies

Demonstrates expertise in leading claims learning strategies, quality assurance, and operational documentation while effectively partnering with stakeholders to implement impactful training solutions. Proficient in analyzing operational metrics and driving process improvements within property and casualty claims.

Highest-signal resume keywords

• Claims Learning Strategy
• Quality Assurance Leadership
• ELearning Development
• Operational Documentation
• Process Improvement

Hard Skills

• Claims Operations
• Learning Solution Design
• Assessment Evaluation
• Operational Metrics Analysis
• Workflow Improvement

Soft Skills

• Clear Communication
• Stakeholder Engagement
• Commitment Building
• Analytical Thinking

Certifications & Qualifications

• AIC
• CPCU
• SCLA

Industry Keywords

• Property and Casualty Claims
• Claims Handling Standards
• Regulatory Requirements
• Operational Readiness
• Best Practices

Tools & Technologies

• Articulate
• Camtasia