Exact title based on seniority of candidate.
Remote | Full-time | 6+ years experience
We are a small, pet-loving team coming from tech, data science, product, finance, and veterinary backgrounds. Our co-founders led product teams at Facebook and were the youngest cloud architect at Amazon respectively, lending our team a unique blend of product and data expertise, and have been recognized by Forbes and Fortune magazines. We are a seed-stage startup well funded by top VCs and angel investors and are hiring folks interested in building amazing products at the intersection of pets, fintech, and healthcare.
About the Role
Leading our Claims Strategy and Operations management, you are responsible for defining our claims strategy and building the team around that strategy as appropriate. You are integral in supporting the development of our proprietary claims processing technology in concert with a Third-Party Administrator (TPA) as well as ongoing management of that TPA. You are responsible for creating the smoothest and most delightful claims experience in the market leveraging your experience in claims and technology to exceed our customers’ expectations during a difficult time (their pet needing medical care). You will ensure proper guardrails are in place to detect and avoid fraudulent claims while not penalizing the amazing pet parents we support.
You will keep an eye on ongoing claims, ensuring the TPA is meeting service-level agreements for Time to Close and upholding our high standards of customer service with policyholders. Over time you’ll work to build an in-house claims department and hire and train additional claims adjusters ensuring we’re upholding the stellar customer service our pet parents expect, measured by our NPS and CES scores and positive reviews.
In addition, you are responsible for capturing and visualizing data analytics related to the claims for best practices in claims reporting including financial loss, trending, lag reporting, indemnity, reserve changes, and loss fund reserves and payments for the program.
You have that rare combination of detailed analytical skills and tremendous compassion for policyholders and their loved ones (pets). You’ve handled claims directly as well as managed a team of claims professionals with a track record of providing terrific customer service, especially when a claim is denied. You understand the sensitive nature of pet insurance claims and bring empathy to every interaction with a policyholder. You’ve seen the ins and outs of claims management and are excited to bring that experience to bear for a new product dedicated to supporting a new generation of pet parents.
Adjuster license in Texas is required, Adjuster license in all 51 US jurisdictions preferred
Insurance designation (CPCU, AIC) preferred
Experience building a claims team from the ground up is strongly preferred
Ability to communicate clearly and concisely with stakeholders in all facets of the business, including operations, finance, and legal. Must have the ability to communicate at all levels, from customer service agents to executive senior leadership team.
Strong project management skills and ability to meet aggressive deadlines, bias towards action
Ability to proactively partner cross-functionally to solve complex business problems
Strong prioritization skills, especially in a fast-moving, changing environment
Proficiency with designing process and workflows that streamline operations
Ability to identify key metrics and manage to those metrics
Out-of-the-box thinker who will find creative ways to solve problems with multiple stakeholders
Experience working in technology in a startup environment and the ability to adapt in a changing, fast-paced environment
What you’ll get
Opportunity to be a founding member of a world-class team (former Facebook, Amazon, Lattice, Farmers Insurance, etc.)
Ownership and impact in a fast-paced and collaborative environment
Competitive Salary, Benefits, and Equity to match
Health, Dental and Vision Insurance
Fully remote — work where you are and where you're comfortable!
Home Office Tech Stipend — we'll give you a new computer and help provide any other office equipment that you need to do your best work.
Wellness Stipend — we'll give you an amount to spend per month on gym/physical wellness as health is #1
Team Events — virtual and in-person events to hang out and get to know each other better!