Claims Manager - Property - Operations

Openly is building a next-generation insurance company from the ground up. We’re questioning the way things have been done in this industry for over a hundred years with an open mind to how customers want insurance to work—everything from how insurance is quoted & sold, to the back-end operations that frustrate everyone and waste money. Insurance is filled with many interesting problems that need a fresh perspective.

This isn’t something we’ve undertaken on a whim—the founding team brings executive-level experience from Liberty Mutual Insurance and Goldman Sachs, with mastery in actuarial science, computer engineering, math, and finance (MIT, Duke, and the University of Michigan). The rest of the team are key early hires who are experts in their respective fields of statistics, actuarial science, and engineering.

We were one of the 10 companies selected to the Boston Techstars 2018 class. 

Openly is looking for a property claims leader to build our first claims operation prior to launching in our first state. Pre-launch, this customer-centric operational leader will be responsible for developing the customer and agent claims experience including designing Openly-specific workflows and standard processes. Additionally, this role will support the onboarding of Openly’s claims third party administrator. Post launch, this role will be responsible for the overall claims operational results collaborating on a day to day basis Openly’s claims third party administrator. 

KEY REQUIREMENTS:

• Bachelors degree required

• Required minimum of 8 years of claims settlement, handling or management. At least 2 years property claims experience preferred.

• At least 3 years experience leading claims operations focusing on driving operational results and developing talent.

• Achieving operational results through indirect oversight of vendors (preferred contractor networks, TPAs, water mitigation vendors, etc.) preferred.

• Ability to lead and deliver results in ambiguous and ever-changing environments.

• Strong communication skills with the ability to provide feedback to indirect reports.

• Structured design thinking experience/training preferred.

• Entrepreneurial spirit and basic understanding of a start-up InsurTech environment is required

JOB SPECIFICS:

• Review Claims TPA existing standards, processes and workflows to identify Openly-specific enhancements needed. Design process modifications and partner with Claims TPA to implement changes.

• Capture agent partner feedback on claims process and incorporate recommendations into final proposed enhancements.

• Develop KPIs and dashboard structure prior to launch.

• Own all aspects of onboarding the Claims TPA and “Go-Live” operational initiatives.

• Deliver operational results across the four key Openly Claims Tenets:

  • We Pay What We Owe: Ensuring the Claims TPA executes effectively and accurately through file reviews, process walks and feedback sessions

  • We are Responsive & Accountable to All Stakeholders: Ensuring that Openly has a differentiated customer and agent experience that exceeds expectations consistently by achieving SLAs as well as developing and implementing a strong closed loop feedback infrastructure

  • We Make Data Driven Decisions: Ensuring that KPIs are monitored and used to enhance the claims experience as well as leveraging results when prioritizing resources across the organization

  • We Use Technology as a Differentiator: Ensuring that Openly serves as an early adopter for new technology with our Claims TPA and agent partners

• Provide feedback and coaching to the Claims TPA team members in a structured and consistent manner.

• Serve as Claims key point of contact for cross functional initiatives and agent support.

• Support the day to day operations where necessary including completing customer and agent interactions such as FNOL, claims status calls or agent question/requests.

BENEFITS:

• Competitive salary, equity position in a start-up company

• Generous medical, dental, vision insurance plans, 401k plus match, FSA benefits

• Flexible location and remote opportunities

• Paid Time Off

• Fun, fast paced, start-up environment