Senior Manager, Insurance Program

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation. So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more. That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers. We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone. And now you can join us. Apply today to join 290+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win! 🔥🔥🔥 📝 ABOUT THE ROLE Second Nature is seeking a senior, strategic leader to take ownership of our Insurance Program as Sr. Manager of Insurance Program. In this role, you’ll lead the end-to-end operational excellence of the Second Nature Insurance package — managing direct reports, overseeing claims operations, and building scalable processes that deliver a best-in-class experience for residents and property management companies. You’ll report to the Director of Support and Fulfillment and serve as the primary internal expert and cross-functional liaison for all things insurance. ⭐ WHAT YOU’LL DO - Team Leadership & Development - Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback. - Build a culture of accountability, empathy, and continuous improvement within the team. - Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality. - Identify growth opportunities for direct reports and create development plans that stretch and retain top talent. - Insurance Operations Management - Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows. - Oversee claims process, documentation, escalation, and resolution processes. - Serve as the primary escalation point for complex, sensitive, or high-value issues. - Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence. - Vendor & Cross-Functional Collaboration - Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld. - Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives. - Partner with leadership team to align insurance strategy with company-wide CX goals. - Process Improvement & Compliance - Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement. - Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team. - Champion tooling, automation, and data to increase team efficiency without sacrificing service quality. - Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness. - Customer & Stakeholder Experience - Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process. - Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders. - Represent the Insurance Program in leadership discussions with data-driven insights and recommendations. ✅ KEY OUTCOMES FOR THE FIRST 12 MONTHS - Quarter 1: Immerse in the business — audit current cl...