Senior Manager, Insurance Customer Care

Responsibilities

• Lead high-performing teams supporting long-term care and other insurance products.
• Oversee customer service delivery for complex, high-sensitivity cases, ensuring timely, accurate, and empathetic support.
• Utilize data and metrics to drive process improvements, standardize workflows, and maintain regulatory and quality compliance.
• Collaborate with operations, product, and compliance teams to translate customer insights into actionable strategies.
• Coach team leaders and build capabilities to enhance customer satisfaction and operational efficiency.

Qualifications & Skills

• Strong leadership and team management abilities.
• Experience in customer service, especially in handling complex and sensitive cases.
• Proficiency in data analysis and process optimization.
• Excellent communication and collaboration skills.
• Knowledge of regulatory and quality standards within the insurance industry.