Manager Customer Relations

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The purpose of Manager of Customer Relations is to provide leadership for the Claims Account Management program and manage a team of Claims Account Managers. This position serves as the primary point of leadership and accountability for customer engagement related to Claims, ensuring service delivery aligns with Company standards, claims philosophy, and customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Leadership & Escalation Management

• Leads the Customer Care function to ensure a consistent, high-quality customer experience.

• Ensures effective resolution of customer inquiries and complaints, serving as an escalation point for complex issues.

• Drives coordination across Claims, Underwriting, Risk Management to support customer needs.

• Ensures customers receive clear communication regarding claims philosophy, injury management, and service expectations.

Cross-Functional Customer Leadership    

• Provides strategic oversight of Claims Account Management coordination across Claims, Underwriting, and Risk Management to ensure consistent, high-quality account servicing.

• Ensures customer issues, trends and opportunities are escalated appropriately and addressed through cross-functional partnership and leadership alignment.

• Uses performance data and insights to guide customer strategy and continuous improvement initiatives.

Claims Review Oversight & Governance 

• Provides strategic and operational oversight of the claims review process to ensure high-quality customer engagement and alignment with policy agreements.

• Ensures effective coordination, reporting, and follow-through across claim reviews, reinforcing ICW Group’s claim’s philosophy and service commitments.

• Hold team members accountable for timely scheduling, accurate reporting, and clear communication of claim review outcomes.

Customer Insights & Analytics

• Analyzes customer data to identify trends and deliver actionable insights that support service improvement and leadership decision-making.

• Maintains and reviews customer activity to track issues, escalating key trends to upper management.

• Ensure data accuracy and integrity across customer reporting and analytics.

Team Leadership & Operational Execution

• Provides daily direction to the team.  Communicates Mission, Values, and other organization operating principles to direct reports.

• Establishes and maintains the overall work cadence and, in partnership with Department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience.  Ensures that the entire team is engaged and that leadership practices encourage development, recognition, and retention.

• Establishes and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.

• Oversees the performance management and development process for the team and performs performance management duties, development planning and coaching for direct reports. 

• Acts as a resource for team members to answer questions and solve complex problems.

• Manages budget, technology and other resources, workload, and customer requests for Department services.  Ensures adherence to all Company policies and procedures and Compliance responsibilities.

• Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team.

• Manages budget, technology and other resources, workload, and customer requests for Department services.  Ensures adherence to all Company policies and procedures and Compliance responsibilities.

• Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees within the Customer Care Program team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.

EDUCATION AND EXPERIENCE

• Bachelor's degree required in Business Administration, Management, or related field; or equivalent combination of education and experience.

• Minimum 5 years of experience as a Claims Examiner required.

• Minimum 2 years of related experience and/or training in a customer service role preferred. 

• Supervisory experience required. 

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

KNOWLEDGE AND SKILLS

• Strong working knowledge in a Workers' Compensation Claims Examiner role with exposure to multiple lines of business considered a plus.

• Excellent written and verbal communication skills.

• Strong working knowledge of Microsoft Office programs including Excel, Word and PowerPoint.

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Ability to speak effectively before groups of customers or employees of the organization.

• Ability to write reports, business correspondence or procedure manuals.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

PHYSICAL REQUIREMENTS 

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear. 

WORK ENVIRONMENT 

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

We are currently not offering employment sponsorship for this opportunity

#LI-ET1 #LI-Hybrid

The current range for this position is

This range is exclusive of fringe benefits and potential bonuses.  If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP? 

• Challenging work and the ability to make a difference 

• You will have a voice and feel a sense of belonging 

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match 

• Bonus potential for all positions 

• Paid Time Off

• Paid holidays throughout the calendar year 

• Want to continue learning? We’ll support you 100% 

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

___________________

Job Category