We’re looking for a senior-level, customer-centric, operations and people leader to manage our Car Claims Experience teams. 

As part of Car Claims Experience (CLX) Leadership,  you’ll ensure the overall success and productivity of our car claims teams, managing Squad Leads while helping exceed customer expectations along the way. Using your leadership and operational knowledge, you’ll spearhead the  execution of Car CLX while exploring innovative concepts, promoting new ideas, and scaling the team to meet business needs.

In this role you’ll

• Lead and scale a high-performing claims experience organization

• Lead the claims experience along with the Tech leads, with customer experience and efficiency at the core of the service

• Execute on OKRs to drive the claims roadmap forward

• Work closely with product and business partners to support with the Metromile migration 

• Manage, develop, and inspire a group of passionate CLX Leads who oversee Lemonade’s front-line claims teams

• Develop and implement routine and contingency operational plans to direct reports

• Leverage data extensively surrounding claim handling efficiency and loss ratio and identify areas of opportunity for the CLX team

• Confidently collaborate with supporting teams (Product, Underwriting, QA & Training, SIU, Vendor Management, Ops, and People) to drive and deliver impactful improvements

• Take ownership of CLX KPIs, including setting goals and initiatives, reporting regularly to stakeholders, and driving process improvements to continually deliver on an outstanding claims experience

• Assist with interviewing, hiring, onboarding, and training all Claims Experience Advocates and CLX leadership hires

• Leverage data to identify the biggest areas of opportunity on the CLX team 

• Use your leadership and operational  knowledge to explore innovative concepts, promote new ideas, and scale the team to meet business needs

What you’ll need

• 8+ years experience in claims or customer experience management (ideally at a tech startup, insurance, or finance company)

• BA Degree  in Business Administration, Finance or a related field 

• Experience scaling, managing, and motivating large teams

• Impressive leadership skills, with experience coaching and developing leaders

• A passion for using data to elevate your team’s performance

• Proven ability to work cross-functionally with various teams

• Ability to work remotely 

*Please note that we are unable to sponsor applicants for work visas

Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.

Lemonade’s US base salary range for this full-time position is $110,000 - $130,000 + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.