Operations Manager - Claims and Research

Operations Manager - Claims and Research manages KPIs, coaches Search and Claim Associates, oversees scheduling and staffing of the RCU team, ensures work output meets SLAs, conducts one-on-one discussions and disciplinary actions when warranted, analyzes information and trends for reporting to the department head, implements process improvements to drive efficiency, provides guidance on account-level decisions, assists with audit requests, handles daily processes, and serves as the subject matter expert for the team. Key attributes include motivational leadership, strong communication, prioritization under deadlines, and the ability to deliver constructive feedback. This role is a full-time position with a hybrid work schedule (office 3 days per week and remote for the remaining days).