Operations and Client Experience Manager

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Job Title: Operations and Client Experience Manager

About the Company:

Our client is a public adjusting company that helps people through stressful property losses by providing exceptional communication and customer service.

Job Description:

Our client is building a more efficient, automated operating system to move to proactive client communication. This role will be key in learning the business and improving systems that keep claims, communication, and client experience organized and efficient.

The first 30 days will focus on learning the business, the public adjusting process, service standards, and current workflows. Success in the first 90 days means actively managing and improving the systems for claims, communication, CRM, automation, and client experience.

Responsibilities of the role:

• Answer incoming calls during US business hours and assist new clients, existing clients, and insurance carriers.

• Review claim files, contact carriers or adjusters for information, and relay clear updates to clients.

• Schedule inspections and coordinate appointments, including confirmations, reminders, and post-inspection updates.

• Send every active client a proactive update once a week by text and email, even if there is no new information.

• Document all communication in the claim file.

• Ensure every claim has a clear next action and follow-up date.

• Build and improve operating systems for call routing, a central digital file for every claim, status tracking, and automated workflows.

• Over time, streamline CRM and lead tracking, referral follow-up, invoicing and payments, review requests, and task and deadline tracking using AI and automation.

Required Experience and Qualifications:

• Exceptional customer service and phone communication skills.

• Positive, patient, and professional demeanor.

• Highly organized and detail-oriented.

• Strong with technology, AI, and automation.

• Resourceful problem solver who works independently.

• Comfortable speaking with clients and insurance companies.

• Ability to take ownership and follow through on tasks.

• Clear, fluent English (C2 level).

• Availability during US Pacific business hours.

Preferred Skills:

• Experience in insurance, claims, or a similar service industry.

• Experience setting up CRMs, call routing, or workflow automation.

Personality:

• Positive, patient, professional, and reassuring.

• Takes ownership of tasks and solves problems independently.

• Proactive in spotting inefficiencies and recommending solutions.

• Communicates in a warm, clear, and professional way.

• Follows through until a task is complete.

• Does not say "I don't know" to clients; finds answers and follows through.

Schedule:

Monday, Tuesday, Wednesday, Thursday, Friday

08:00 AM - 05:00 PM Pacific Time

30 hours per week

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.