Claims Manager - Automotive - VSC

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada. For 30 years, our team has transformed the motor vehicle space, earning a stellar reputation by providing: the highest quality protection products, a broad platform of branded product, technology, marketing, and training solutions, and an unwavering commitment to uncomplicated care and customer service.

About the role

The VSC Claims Operations Manager leads a team of Claims Supervisors and, through them, a broader organization of VSC Claims Adjudicators responsible for the timely, accurate, and consistent adjudication of Vehicle Service Contract claims. This role is accountable for three critical dimensions of performance: operational excellence in VSC claims adjudication, exceptional people leadership, and strong client partnership. The VSC Claims Operations Manager reports to the Director, VSC Claims, and serves as the primary escalation point for complex adjudication decisions, client issues, and people matters.

Responsibilities

• People Leadership & Culture:
  • Lead and develop VSC Claims Supervisors, driving accountability, leadership effectiveness, and ongoing growth through structured coaching and feedback.
  • Foster a coaching culture ensuring consistent 1:1s, performance feedback, and career development for all Adjudicators.
  • Drive engagement and retention through recognition, inclusive team practices, and proactive morale management.
  • Lead change initiatives with transparency, equipping leaders to effectively navigate and communicate organizational updates.
  • Partner with HR and leadership on performance management, talent planning, succession, and maintaining visibility into team dynamics through skip-level engagement.
• VSC Claims Operations & Technical Oversight:
  • Own end-to-end VSC Claims performance, ensuring adjudication accuracy, turnaround time, customer satisfaction, and cost control meet defined SLAs and KPIs.
  • Serve as the technical authority on VSC product lines, coverage structures, and underwriting guidelines, supporting sound and consistent claim decisions.
  • Provide hands-on guidance for complex, high-value, or disputed claims, enabling Supervisors to deliver accurate, defensible adjudication.
  • Ensure ongoing technical training for Adjudicators across mechanical systems and evolving coverages (including hybrid/EV), in partnership with QA to address skill gaps.
  • Drive operational excellence through performance analysis, process improvements, system enhancements, and enforcement of standardized SOPs.
• Client Engagement & Partner Management:
  • Act as the primary operational contact for OEM, dealer group, and third-party administrator clients on VSC Claims matters.
  • Lead audits end-to-end, ensuring readiness, presenting findings, and implementing corrective action plans.
  • Manage client escalations with urgency, delivering clear, timely, and defensible resolutions.
  • Build strong partnerships through proactive communication of performance metrics, trends, and operational insights.
  • Represent VSC Claims in business reviews and collaborate cross-functionally to address client needs and drive continuous improvement based on feedback.
• Strategic & Cross-Functional Contributions:
  • Align with the Director and Claims leadership to drive organizational priorities, consistency, and best practice sharing.
  • Support workforce planning through staffing analysis, headcount recommendations, and hiring in partnership with Talent Acquisition.
  • Monitor VSC industry trends and translate insights into operational, training, and coverage adjustments.
  • Champion enterprise initiatives, ensuring alignment and adoption within the VSC Claims team.
  • Collaborate with peers to continuously improve processes, scalability, and overall team performance.

Requirements

• Bachelor’s degree OR equivalent combination of education and relevant professional experience.
• 5+ years of progressive experience in claims operations, with a minimum of 2 years managing Supervisors or team leads.
• Demonstrated expertise in Vehicle Service Contract (VSC) claims adjudication — including working knowledge of powertrain, exclusionary, and stated-component coverage structures.
• Solid functional understanding of automotive mechanical systems: engines, transmissions, drivetrain, electrical/electronic systems, HVAC, fuel systems, and emerging hybrid/EV technologies.
• Proven track record of building engaged, high-performing teams through deliberate coaching, recognition, and people development.
• Experience managing client relationships in a B2B environment: including audits, escalations, and executive-level communications.
• Exceptional verbal and written communication skills; confident presenter to clients, senior leadership, and cross-functional partners.
• Strong analytical skills: ability to interpret operational metrics, identify root causes, and develop data-driven improvement plans.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams) and claims management systems.
• Must be authorized to work in the U.S.
• Must be able to successfully pass a background check.

Preferred Qualifications

• ASE certification or formal automotive technical training.
• Experience in a multi-client, administrator, or warranty management environment (F&I, OEM, dealer group, or extended warranty TPA).
• Familiarity with NADA, CCC, or Mitchell repair estimate platforms.
• Contact center or high-volume claims processing environment experience.
• Exposure to EV/hybrid vehicle powertrain coverage and next-generation service contract product design.

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development