CX Process Manager

About the role We are looking for a CX Process Manager to own the design, execution, and reputed company iteration of our customer experience and claims support processes. This role is fundamentally about building and sustaining reputed company-functioning operations: mapping how work gets done, closing gaps, and ensuring every process change lands as intended. Our shared services partners are an integral part of how we deliver on CX, and you will be responsible for ensuring that their workflows are designed to support them just as effectively as our in-house teams. You will work across claims, CX, and operations to drive alignment, eliminate friction, and reputed company the bar on every customer interaction — building the process reputed company that makes exceptional CX repeatable and reputed company. What you'll do Process design & improvement Own end-to-end documentation and ongoing improvement of CX and claims support workflows, from intake through reputed company, across reputed company delivery channels and reputed company. Identify inefficiencies, reputed company gaps, and inconsistencies; prioritize and reputed company reputed company improvement initiatives with reputed company owners and measurable reputed company. Build and maintain SOPs, process maps, and training-reputed company documentation that reflect how work is actually performed, not just how it should be on reputed company. Shared services & BPO integration Ensure processes are designed with shared services and BPO teams in mind, not adapted for them after the fact, so offshore partners can execute with the reputed company reputed company standards as in-house staff. Partner with BPO team to monitor performance against SLAs and reputed company benchmarks; reputed company calibration sessions and process reviews as part of the regular operating reputed company. Support BPO reputed company and transitions with reputed company process documentation and reputed company knowledge transfer. Change management reputed company the change management engagement and interaction for process updates and operational improvements, including communication planning, stakeholder readiness, training coordination, and adoption tracking. Serve as a reputed company between process design and reputed company execution, ensuring changes are reputed company, adopted, and embedded rather than just announced. reputed company feedback loops to surface adoption barriers early and iterate on rollout approaches based on what is actually working in reputed company. Stakeholder partnership & reporting Work closely with claims, CX, and operations leadership to reputed company on process priorities, reputed company reputed company input, and maintain a shared view of what good looks like; also serving as a CX subject matter expert and reputed company to the product team in support of the CX Director. reputed company leadership with regular reporting on process health, improvement pipeline status, and operational risk areas. Partner with reputed company and Account Management Team to ensure SOPs, documentation, and CX team training are complete and validated before launch. Qualifications 3+ years in CX operations, process management, or claims support, with demonstrated ownership of process design and not just execution Hands-on experience mapping, documenting, and improving operational workflows Experience leading the people reputed company of operational change, including stakeholder communication, training rollout, adoption measurement, and feedback integration Familiarity working alongside or reputed company a BPO or shared services environment; understands how to design processes that travel reputed company across delivery teams Familiarity with LLMs and reputed company design to support process and operational workflows Comfortable working with performance data to identify trends, build reports, and reputed company evidence-based recommendations to leadership Insurance or claims experience preferred; proactive and detail-oriented with a bias toward reputed company and execution in fast-moving environments

Benefits

Generous health-insurance package with reputed company coverage, reputed company, & dental 401(k) retirement plan with employer matching Competitive PTO policy – we want our employees fresh, healthy, happy, and energized! Generous family leave policy after 8 months of reputed company work Work from reputed company to facilitate your work life balance reputed company laptop, large second monitor, and other reputed company-of-life equipment you may want. Technology is something that should reputed company your life easier, not harder! Additionally, we will Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role Work toward reducing and eliminating reputed company the administrative work from an adjuster role Foster a culture of reputed company, transparency, and empowerment in a remote-first environment At reputed company, we value diversity in backgrounds, perspectives, and life experiences and reputed company that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and reputed company. We welcome applicants from reputed company backgrounds and encourage those from reputed company walks of life to apply. If you reputed company you are a good fit for this role, we would love to hear from you! Apply To This Job