Sr. Manager, Claims Operations

About us

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks.

Opportunities to make an impact with bold thinking are real—and happening daily at Coalition.

About the role

Coalition’s Claims team is redefining how policyholders experience claims—combining technical excellence, empathy, and data-driven decision making. The Senior Manager, Claims Operations is a strategic leadership role reporting to the Head of Claims, responsible for refining and scaling the operational backbone of our end-to-end claims lifecycle across Cyber and Executive Risk products.

In this role, you will translate a high-level vision into a scalable, high-performing reality—evolving claims operations from a traditional processing function into a strategic center of insight that treats data as an authoritative asset. You will own the frameworks that enable global excellence, including process design, vendor governance, monthly Bordereaux (BDX) reporting, and loss fund oversight, while partnering closely with Finance, Actuarial, Data, Product, Engineering, Legal, Compliance, and Customer Success.

We are seeking an intellectually curious leader who can architect a Gen-AI–enabled future, execute multi-year roadmaps, and develop the digital tools necessary to ensure our claims organization stays at the forefront of the industry’s digital transformation. Success in this role means building a scalable, high-performing operational backbone that improves cycle time, quality, cost efficiency, financial integrity, and policyholder experience across products and geographies.

Responsibilities

Claims Operating Model & Process Excellence

• Own the claims operating model and day-to-day operational enablement across the lifecycle (FNOL/intake, triage, assignment, adjustments, payments, recoveries, closure, customer-service survey data collection and analysis, and reporting).
• Establish and maintain claims operational policies, procedures, controls, and documentation (SOPs), including clear RACI and escalation paths.
• Identify and execute continuous improvement initiatives to reduce friction, improve quality, and lower operational cost (e.g., automation, standardization, reducing rework, improving vendor workflows).
• Build and maintain service-level objectives (SLOs/SLAs) and operating metrics for internal teams and external partners.
• Establish a framework for systematic/periodic quality checks and validation (data input, documentation, and service).
• Enable increased utilization of technology and automation to support improved service, quality, efficiency, and scalability of the Claims organization.

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