[Hiring] Captive Experience Leader @Gallagher

Role Description

This role serves as the single point of ownership for all captive escalations and complaints. The Leader will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism. The Leader will run a team of Captive Experience Specialists. This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

#Remote

How you'll make an impact

• Own all captive escalations and complaints from intake through final resolution and closure
• Oversee a team of Captive Experience Specialists
• Serve as the only client‑facing role for escalations (members/brokers/captives)
• Set clear response expectations (“request received / response by X date”)
• Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses
• Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck
• Conduct structured root cause analysis to identify repeat drivers
• Translate escalation insights into remediation, coaching, and training needs
• Identify risk patterns and emerging escalation trends
• Partner with QPG, Claims, and Operations to drive corrective actions and confirm remediation is effectively implemented and sustained.

Qualifications

• High school diploma
• Workers Comp claims handling and lead experience
• Seeking strong captive and formal leadership experience
• 9 or more years of workers compensation claims experience
• Knowledge of accepted industry standards and practices
• Computer experience with related claims and business software

Requirements

• Bachelor's Degree (Desired)
• Previous auditing experience and strong process management skills (Desired)
• Intense pivoting, someone that thrives at organization (Desired)
• Client service leader with claims and captive background (Desired)

Benefits

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact