Complaints Manager

About the role

Lead a team of Complaints Specialists and serve as the regional lead for regulatory response framework.

Responsibilities

• Own the Americas Framework: Run the day-to-day complaints process for the US, ensuring the team hits every regulatory deadline with 100% technical accuracy.
• Analysis & Drafting: Critically analyze policy terms and claim documentation to ensure determinations are sound and defensible. Draft communications to regulatory authorities, translating insurance concepts into clear, professional narratives.
• Advanced Process Management: Make critical business decisions by breaking down complex cases and backing reasoning with advanced analysis. Define priorities and set aggressive timelines to achieve regional goals.
• Lead through Team Leads: Manage and develop a growing team by leading by example. Resolve tough customer issues and ensure team consistently delivers at an elite level.
• Systemic Root Cause Remediation: Identify systemic failures impacting multiple customers and drive necessary changes to infrastructure to prevent recurrence.
• Drive Improvement Insights: Partner with QA and Training teams to transform complaint data into actionable insights. Identify service gaps and improve global training and customer outcomes.
• AI-Augmented Leadership: Mentor team in using AI tools to increase capacity and unblock technical hurdles, focusing on high-judgment work.
• Report the Ground Truth: Provide data-backed updates to leadership regarding regional risks, prioritizing transparency over generic status updates.

Requirements

• 8 + years of experience in dispute resolution or complaints management within a high-growth financial services or insurtech environment.
• Demonstrated experience navigating US state-specific adjuster licensing requirements and ensuring licensed complaint handling across multiple jurisdictions.
• Disciplined lead with expertise in executing global processes in a regulated market.
• Tech-native with comfort using AI-driven tools to automate routine drafting and data sorting.
• Collaborative mindset with a focus on turning problems into learning opportunities for the wider business.
• Deep familiarity with US insurance regulations and experience communicating directly with state Departments of Insurance (DOI).
• Data-driven approach to monitoring team performance and identifying areas for improvement.

Qualifications

• Problem solving.
• Strong customer focus and empathy.
• Driven, energetic, positive approach.
• Organizational and time management skills.
• Excellent attention to details.
• Professional approach and confident manner.
• Ability to adapt quickly to a start-up pace environment and culture.

Skills

• Experience in dispute resolution or complaints management.
• Licensing experience navigating US state-specific adjuster licensing requirements.
• Operational excellence in a regulated market.
• AI fluency in using AI-driven tools.
• Collaborative mindset with QA and Training teams.
• US regulatory knowledge.
• Data-driven approach to improving processes.

Benefits

Flexible work environment with hybrid remote work options.

Engage with like-minded people passionate about both the work we're doing and giving back through our CG Gives programs.

Participate in social initiatives that align with our values.

Pay

Annual base salary range is $90,000 - 120,000. Compensation varies based on experience.

Schedule

Hybrid work schedule with remote work on Wednesdays and Thursdays and in-office days on Mondays, Tuesdays, and Fridays with flexible start/finish times.