Senior Manager, Claims Operations & Customer Service

Fortegra; Richardson (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) plan with company match

Tuition assistance

Job summary

Fortegra in Richardson, TX seeks a Senior Manager of Claims - GAP, Customer Service & Administration to lead GAP Claims, customer service, and administration across multiple teams, ensuring service quality and compliance. The role reports to the VP of Claims - Consumer Solutions and is an in-office position.

You will coach managers, drive workforce planning, establish performance metrics, and partner with Quality, Training, HR, and Technology to raise readiness and outcomes.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years in operations management, customer service, or high-volume service environments.
• 3+ years of direct people leadership experience including coaching and performance management.
• Experience using operational metrics and root-cause analysis to drive improvements.
• Strong collaboration across Quality, Training, HR, Technology, and other stakeholders.

Responsibilities

• Provide operational leadership for GAP Claims, Customer Service, and Claims Administration.
• Lead and develop managers, supervisors, and team leaders with clear performance expectations.
• Oversee workforce planning, staffing, scheduling, and retention.
• Establish coaching and performance management practices with regular evaluations.
• Monitor KPIs like productivity, service levels, and customer satisfaction; implement action plans.
• Build leadership pipeline and succession plans through coaching and development.
• Identify process improvements to increase productivity and reduce costs.
• Maintain operating routines, reporting structures, and alignment on priorities.
• Promote an engaged, accountable, performance-driven workplace.

Skills

Leadership

Workforce planning

Performance management

Cross-functional collaboration

Change management

Process improvement

Communication

Education

Bachelor's Degree or equivalent

Job description

Fortegra in Richardson, TX seeks a Senior Manager of Claims - GAP, Customer Service & Administration to lead GAP Claims, customer service, and administration across multiple teams, ensuring service quality and compliance. The role reports to the VP of Claims - Consumer Solutions and is an in-office position.

You will coach managers, drive workforce planning, establish performance metrics, and partner with Quality, Training, HR, and Technology to raise readiness and outcomes.