Field Services Accounts Manager

About the role

The Account Manager, Carrier Accounts & Independent Adjuster Oversight role at Davies North America is a key operational and relationship leader across assigned carrier accounts and the independent adjuster network that supports them. This position is responsible for maintaining strong client relationships, ensuring service delivery aligns with carrier expectations, and overseeing the readiness, performance, compliance, and operational effectiveness of 1099 independent adjusters.

Responsibilities

• Serve as the primary relationship manager for assigned carrier accounts, ensuring service delivery aligns with client expectations, account instructions, and performance standards
• Build and maintain strong working relationships with carrier partners, internal operations leaders, recruiting teams, field leadership, and independent adjusters
• Oversee the operational performance of the 1099 independent adjuster network supporting assigned accounts, including readiness, deployment alignment, service quality, responsiveness, and compliance with program expectations
• Maintain key service indicators such as cycle time, file quality, responsiveness, coverage of territories, deployment effectiveness, and client satisfaction
• Identify service gaps, performance issues, or capacity concerns and implement corrective actions, escalation plans, or staffing recommendations as needed
• Support account growth and retention by ensuring consistent execution, proactive communication, and strong service recovery when issues arise
• Coordinate with internal stakeholders to align 1099 deployment strategy with carrier needs, catastrophe demand, specialty lines, and regional claim volume
• Review trends across assigned accounts and independent adjuster performance to recommend process improvements, network enhancements, and operational efficiencies
• Aid in establishing and maintaining service standards, operating procedures, and communication protocols for carrier accounts and contractor-supported claim activity
• Support reporting, business reviews, and performance updates for internal leadership and carrier clients
• Promote adherence to applicable licensing, documentation, confidentiality, compliance, and contractual requirements across the independent adjuster network
• Act as an escalation point for service concerns, contractor performance matters, or account-level operational issues
• Contribute to strategic planning around account expansion, field resources, contractor coverage, and service model optimization

Requirements

This role requires 5+ years of relevant experience in claims, account management, field operations, client services, vendor management, or independent adjuster program oversight. Experience supporting or managing carrier accounts within insurance, claims administration, TPA, IA firm, or related environments is preferred. Strong understanding of claims operations, service delivery metrics, and account management principles is essential. Excellent written and verbal communication skills, strong analytical, organizational, and follow-through skills, and ability to travel occasionally are also required.

Skills

• Strong understanding of claims operations, service delivery metrics, and account management principles
• Excellent written and verbal communication skills
• Strong analytical, organizational, and follow-through skills
• Ability to travel occasionally
• Experience in property, casualty, transportation, CAT, or specialty claims environments
• Multi-state adjuster licensing knowledge or familiarity with adjuster credentialing requirements
• Experience with client reporting, service-level metrics, QA processes, and operational dashboards
• Prior leadership experience in a claims, field services, or vendor management environment
• Insurance industry designations or related professional certifications are a plus

Benefits

At Davies North America, we offer a comprehensive benefits package including medical, dental, and vision plans, a 401(k) plan with employer matching, time-off policies, life insurance, short-term and long-term disability coverage, and more. We also provide paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements.

Equal Employment Opportunity & Legal Notices

Davies North America is committed to supporting the well-being and future of our qualifying employees. Our benefits package includes medical, dental, and vision plans, a 401(k) plan with employer matching, time-off policies, life insurance, short-term and long-term disability coverage, and more. We also provide paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements. We are dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.