[Hiring] Senior Manager, Claims @Openly

Role Description

The Senior Manager, Claims Process Improvement is a strategic leadership role within the Personal Lines Claims organization responsible for identifying, designing, and implementing large-scale process improvement initiatives that drive operational excellence and measurable business outcomes. This role owns the end-to-end continuous improvement lifecycle — from root cause analysis and data-driven diagnostics through process design, SOP development, and sustained performance monitoring — while directly leading a team of process improvement professionals.

The ideal candidate is a structured problem-solver with deep claims knowledge, expertise in Lean, Six Sigma, or Agile methodologies, and the ability to influence at all organizational levels.

At Openly, everything we do is grounded in our five core values: Integrity, Teamwork, Curiosity, Urgency, and Empathy. In this role, those values are not aspirational — they are operational.

Key Responsibilities

• Identify, prioritize, and lead large-scale, complex process improvement initiatives across the Claims organization, driving measurable gains in efficiency, quality, and customer experience.
• Translate executive strategy into actionable improvement roadmaps with clear milestones, ownership, and measurable outcomes.
• Partner with Claims leadership and cross-functional teams to align improvement priorities with organizational goals.
• Maintain rigorous documentation of process workflows, SOPs, and implementation guidelines.
• Apply Lean, Six Sigma, Kaizen, or Agile methodologies to design, develop, and refine Standard Operating Procedures (SOPs).
• Conduct structured root cause analysis of process failures; identify business problems and use data analysis to develop targeted, evidence-based solutions.
• Lead process mapping and workflow design events, facilitating cross-functional working sessions.
• Champion the Design–Perform–Measure cycle and the Check-and-Act phase across all improvement initiatives.
• Utilize data, KPIs, and operational dashboards to measure process performance and identify inefficiencies.
• Prepare and deliver executive-level presentations on process performance and improvement initiatives.
• Surface leading indicators proactively to address emerging performance risks.
• Apply systems thinking to evaluate the downstream impact of process changes.
• Directly lead and develop a team of process improvement professionals, providing ongoing coaching and feedback.
• Coach and train employees across the Claims organization on continuous improvement concepts.
• Develop and deliver engaging training programs and materials.
• Collaborate with various departments to align improvement initiatives with enterprise-wide objectives.
• Influence upward by presenting data-backed recommendations to senior leadership.
• Define and mitigate process and project risk through proactive issue identification.
• Represent the Process Improvement function in enterprise-wide initiatives and strategic planning sessions.

Qualifications

• 5+ years of experience in process improvement, project management, or operations within a P&C insurance environment.
• 5+ years of leadership experience with a demonstrated track record of managing teams and driving change.
• In-depth knowledge of property claims processes; 10+ years of P&C claims experience preferred.
• Bachelor’s degree in Business, Engineering, or a related field required; advanced degrees or certifications (e.g., Lean Six Sigma Black Belt) strongly preferred.
• Strong analytical, critical thinking, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Proven ability to use data analytics to drive operational decisions.
• Demonstrated track record of modeling Openly’s core values.
• Experience with development and performance management.
• Some travel will be required.
• Extended hours may be required during catastrophe (CAT) events, audit cycles, or project deadlines.
• Candidates must be comfortable with constant change, adaptability, and flexibility.

Preferred Qualifications

• Lean Six Sigma Black Belt or Green Belt certification.
• Background in change management or training delivery.
• Experience with program and project management tools and methodologies.
• Familiarity with claims management systems and Microsoft Office Suite / Google Products.

Benefits

• Remote-First Culture - We supported #remotelife long before it was a given.
• Competitive Salary & Equity.
• Comprehensive Medical, Dental, and Vision Plan Offerings.
• Life and disability coverage including voluntary options.
• Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements.
• 401K Company Contribution - Openly contributes 3% of the employee's gross income.
• Work-from-home stipend - $1,500 allowance for home workplace setup.
• Annual Professional Development Fund: $2,000 in professional development funds annually.
• Be Well Program - $50 per month towards overall well-being.
• Paid Volunteer Service Hours.
• Referral Program and Reward.
• Eligibility for cash incentive compensation, including commissions for sales eligible roles.