Incident and Intake Investigation Manager

ESSENTIAL DUTIES:

The position includes, but is not limited to, the following essential job duties, responsibilities and requirements:

• Lead the intake, triage, and investigation of customer, employee, vehicle, property damage, and other operational incidents.
• Establish and maintain incident response, escalation, investigation, and service-level standards.
• Oversee the timely collection and preservation of video, photographs, witness statements, records, and other evidence.
• Conduct root-cause analyses and identify opportunities to reduce future losses.
• Escalate significant incidents and partner with Claims, Legal, HSE, and Business Unit stakeholders on high-exposure matters.
• Support litigation readiness through timely, accurate, and well-documented investigations.
• Monitor incident trends and develop dashboards, reporting, and performance metrics.
• Drive continuous improvement of incident management processes and technologies, including Riskonnect and ServiceNow.
• Lead and develop team members responsible for intake and investigative activities.

JOB REQUIREMENTS:

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years of experience in investigations, claims, risk management, insurance, asset protection, law enforcement, or a related field.
• 3+ years of leadership experience.
• Strong analytical, organizational, problem-solving, and communication skills.
• Experience managing complex investigations and building cross-functional partnerships.

Preferred Qualifications

• Experience supporting multi-site retail, convenience store, transportation, or hospitality operations.
• Experience with Riskonnect, ServiceNow, or similar risk management systems.
• Experience with CCTV and digital technologies used to mitigate losses.
• Professional designations such as CSP, CPP, PPP, LPM, LPRC, AIC, ARM, CPCU, CFE, or equivalent.
• Bilingual Spanish preferred.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Complete physical activity inventory of the position includes:

• Work requires frequent sitting, standing, walking and use of keyboard/computer.
• Work requires occasional bending, reaching and lifting/moving up to 35 pounds.
• Work is subject to tight deadlines and interruptions can be stressful.
• Travel to store locations as necessary.
• Sit for long periods of time.
• Operate computer keyboard and mouse for data entry.
• View computer monitor
• Hear and speak via telephone.
• Reach forward and/or overhead.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Working conditions inventory of the position includes:

• The noise level in the work environment is usually moderate at a normal range.
• The lighting will include natural light from the outside as well as fluorescent lighting throughout the work areas.
• Work with minimum direction and periodic supervision.

JOB DESCRIPTION ACKNOWLEDGMENT

This Job Description indicates the general nature and level of work to be performed in this position and it is not intended to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, functions and qualifications required of the position.  The incumbent may be asked to perform other duties and will be evaluated, in part, on performance of the tasks listed in this job description.  As with all positions, the responsibilities and duties of this position may change.  The Company reserves the right to revise this Job Description at any time with or without notice. This Job Description does not constitute a contract for employment and either the incumbent or the Company may terminate employment at any time, for any reason, with or without notice.

Circle K is an Equal Opportunity Employer. The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.

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Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.

Click below to review information about our company's use of the federal E-Verify program to check work eligibility:

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