Sr. Manager, Claims Operations

About usCoalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks. Opportunities to make an impact with bold thinking are real—and happening daily at Coalition.About the roleCoalition’s Claims team is redefining how policyholders experience claims—combining technical excellence, empathy, and data-driven decision making. The Head of Claims Operations is a strategic leadership role reporting to the Head of Claims, responsible for refining and scaling the operational backbone of our end-to-end claims lifecycle across Cyber and Executive Risk products.In this role, you will translate a high-level vision into a scalable, high-performing reality—evolving claims operations from a traditional processing function into a strategic center of insight that treats data as an authoritative asset. You will own the frameworks that enable global excellence, including process design, vendor governance, monthly Bordereaux (BDX) reporting, and loss fund oversight, while partnering closely with Finance, Actuarial, Data, Product, Engineering, Legal, Compliance, and Customer Success.We are seeking an intellectually curious leader who can architect a Gen-AI–enabled future, execute multi-year roadmaps, and develop the digital tools necessary to ensure our claims organization stays at the forefront of the industry’s digital transformation. Success in this role means building a scalable, high-performing operational backbone that improves cycle time, quality, cost efficiency, financial integrity, and policyholder experience across products and geographies.ResponsibilitiesClaims Operating Model & Process ExcellenceOwn the claims operating model and day-to-day operational enablement across the lifecycle (FNOL/intake, triage, assignment, adjustments, payments, recoveries, closure, customer-service survey data collection and analysis, and reporting).Establish and maintain claims operational policies, procedures, controls, and documentation (SOPs), including clear RACI and escalation paths.Identify and execute continuous improvement initiatives to reduce friction, improve quality, and lower operational cost (e.g., automation, standardization, reducing rework, improving vendor workflows).Build and maintain service-level objectives (SLOs/SLAs) and operating metrics for internal teams and external partners.Establish a framework for systematic/periodic quality checks and validation (data input, documentation, and service).Enable increased utilization of technology and automation to support improved service, quality, efficiency, and scalability of the Claims organization.Carrier Partner Reporting & Claims Bordereaux (BDX)Own the overall operational process for the production and transmission of accurate, complete, and timely claims bordereaux (BDX) for carrier partners.Serve as the operational point of contact for carrier partner BDX inquiries—coordinating responses, root-cause analysis, corrections, and preventive process improvements.Drive continuous improvement in data quality and reporting consistency that strengthens trust with carrier partners and supports reserving and performance insights.Loss Fund Operations & Claims Payments EnablementLead the establishment and implementation of loss funds in jurisdictions globally, including rollout planning, operational design, and ongoing governance, in collaboration with Finance and Product.Oversee claims payment enablement, including invoice processing, reconciliations, and related controls to ensure accuracy, timeliness, and compliance with carrier and regulatory requirements.Technology Enablement & Data QualityAct as the business owner for claims operations tooling and workflows—partnering with Product and Engineering to enhance systems, automate manual processes, and improve data capture.Lead operational readiness for claims handling for new products, jurisdictions, and process changes.Elevate claims data into a reliable, decision-driving asset for Finance, Actuarial, and leadership by improving data standards, completeness, and consistency.Partner with technology teams to explore and implement Gen-AI and advanced analytics use cases that improve productivity, insight generation, and customer experience.Controls, Compliance, and Audit ReadinessBuild and maintain operational controls and monitoring to support internal claims audits, carrier partner reviews, and compliance assessments.Support the Head of Claims in creating consistent governance across claims, including adherence to claims authority, documentation standards, and reporting controls.Ensure claims operations processes meet regulatory requirements and contractual obligations, in partnership with Legal, Compliance, Finance, and Special Projects.Maintain audit-ready processes, documentation, and evidence to support i