Senior Manager, Insurance Program

About the role

Second Nature is seeking a senior, strategic leader to take ownership of our Insurance Program as Sr. Manager of Insurance Program. In this role, you’ll lead the end-to-end operational excellence of the Second Nature Insurance package — managing direct reports, overseeing claims operations, and building scalable processes that deliver a best-in-class experience for residents and property management companies.

You’ll report to the Director of Support and Fulfillment and serve as the primary internal expert and cross-functional liaison for all things insurance.

What You’ll Do

• Team Leadership & Development
  • Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
  • Build a culture of accountability, empathy, and continuous improvement within the team.
  • Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality.
  • Identify growth opportunities for direct reports and create development plans that stretch and retain top talent.
• Insurance Operations Management
  • Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows.
  • Serve as the primary escalation point for complex, sensitive, or high-value issues.
  • Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence.
• Vendor & Cross-Functional Collaboration
  • Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld.
  • Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives.
  • Partner with leadership team to align insurance strategy with company-wide CX goals.
• Process Improvement & Compliance
  • Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement.
  • Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team.
  • Champion tooling, automation, and data to increase team efficiency without sacrificing service quality.
  • Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness.
• Customer & Stakeholder Experience
  • Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.
  • Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
  • Represent the Insurance Program in leadership discussions with data-driven insights and recommendations.

About You

• 5+ years experience in insurance operations, claims management, or customer support
• 3+ years in a people management role
• P&C license in at least one state
• Proven ability to lead and develop teams in a fast-paced, remote environment
• Strong understanding of insurance products, claims lifecycle, compliance requirements, and vendor management
• Experience managing third-party insurance vendor relationships and adjudication workflows
• Familiarity with umbrella insurance policies and multi-party claims processes
• Data-driven mindset with experience tracking team KPIs and using insights to drive decisions
• Experience with CRM platforms such as Salesforce and support ticketing systems
• Familiarity with quality assurance frameworks and workforce management in support environments

Why Second Nature?

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
• Location: Work remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with the world’s first Resident Experience Platform
• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

Compensation Range

$110K - $130K