Operations Regional Field Manager

About the role

The Regional Field Manager is responsible for leading a team of 20+ Service On Site (SOS) Field Inventory Specialists across an assigned region. This role is accountable for driving operational excellence through employee development, quality management, performance coaching, resource planning, and execution of company processes.

Responsibilities

• Team Leadership & Employee Development
• Lead, coach, mentor, and develop a team of 20+ remote Service On Site (SOS) Field Inventory Specialists.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Provide timely recognition, constructive feedback, and performance coaching based on established KPIs.
• Foster a culture of accountability, professionalism, collaboration, and continuous improvement.
• Identify training opportunities and partner with the Training team to improve employee performance.
• Support recruiting, interviewing, onboarding, and development of new field staff.
• Operational Leadership
• Manage day-to-day field operations within the assigned region.
• Monitor workload distribution, staffing capacity, and resource availability.
• Partner closely with Scheduling to maximize utilization while ensuring timely customer response.
• Ensure claims progress efficiently from assignment through completion while meeting all service level agreements (SLAs).
• Maintain accurate reporting and operational documentation.
• Performance Management
• Drive regional performance against established operational metrics including: Quality, Cycle Time, Accuracy, Customer Satisfaction, Productivity, Utilization, SLA Compliance.
• Review operational reports and identify trends impacting performance.
• Develop action plans to address performance gaps.
• Hold employees accountable to established performance expectations.
• Quality Assurance
• Perform routine quality reviews of completed claims.
• Ensure inventories meet company standards for completeness and accuracy.
• Audit documentation for compliance with internal procedures and client requirements.
• Provide coaching based on quality findings.
• Monitor recurring quality issues and implement corrective actions.
• Customer Experience
• Ensure exceptional customer service throughout the claims process.
• Assist with escalated customer concerns.
• Collaborate with internal departments to resolve operational challenges.
• Promote professional communication with customers, adjusters, contractors, and internal teams.
• Process & Compliance
• Ensure compliance with company policies, operational procedures, and client requirements.
• Monitor adherence to established workflows and documentation standards.
• Support implementation of new technology, processes, and operational initiatives.

Requirements

• Bachelor's Degree required.
• 5+ years of insurance claims experience or leadership experience in insurance, restoration, field services, or a related industry.
• Previous experience managing remote employees.
• Demonstrated success leading high-performing teams.
• Strong organizational and time management skills.
• Excellent analytical and problem-solving abilities.
• Exceptional written and verbal communication skills.
• Customer-focused with strong interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of professionalism and attention to detail.
• Proficiency with Microsoft Office Suite and business reporting tools.
• Preferred Property claims or contents inventory experience.
• Experience managing field-based operations.
• Knowledge of insurance claims workflows and service level agreements.
• Experience with workforce planning and capacity management.
• Leverage Lean, Six Sigma, or Continuous Improvement experience.

Qualifications

• Occasional travel to the Canton, MA corporate office.
• Periodic travel within the assigned region to conduct field observations, coaching, employee development, and customer visits.
• Travel may include overnight stays as business needs require.

Skills

• Leadership
• Coaching & Employee Development
• Accountability
• Operational Excellence
• Decision Making
• Problem Solving
• Customer Focus
• Communication
• Organization & Planning
• Adaptability
• Performance Management
• Collaboration
• Process Improvement
• Results Orientation