Lead day‑to‑day operations of the Claims team; set standards for training, quality, cost control, staffing, and continuous improvement
Continue to develop a high‑performing team: recruit, hire, onboard, motivate, coach, mentor, and manage performance
Run monthly 1:1s and formal feedback sessions; create development plans and hold the team accountable to goals
Own annual and quarterly claims volume, severity, and expense forecasting; update outlooks based on trends and drivers
Utilize data to inform workforce planning and site coverage, aligning schedules and staffing to meet service levels across facilities
Define, track, and report KPIs (e.g., cycle time, accuracy, SLAs); deliver actionable trend analyses to leadership
Maintain compliance with carrier guidelines, internal policies, and applicable laws/regulations; promptly remediate any issues that arise
Adjudicate claims within delegated authority (approve/deny) and escalate exceptions with a clear rationale
Partner with Underwriters to communicate claim developments and insights that inform pricing, policy language, and risk selection
Champion process improvement (Lean/Six Sigma mindset); streamline workflows, eliminate defects, and improve employee engagement and customer experience
Lead and support claims initiatives and cross‑functional projects from scoping through implementation and change management
Drive productive negotiations with internal and external stakeholders to advance policy, process, and system improvements
Requirements
5+ years of hands‑on, technical claims experience with strong insurance coverage, liability, and adjudication fundamentals required
4+ years of people management experience leading a claims operations team to meet internal and external stakeholder requirements required
Proven ability to prioritize and manage multiple workflows; strong problem‑solving and organizational skills
Excellent written and verbal communication; professional interpersonal skills with the presence to lead change
Strong negotiation and interpersonal influence skills; adept at relationship building and driving alignment with internal and external stakeholders
Demonstrated ability to plan, delegate, and execute projects to completion, aligned to company OKRs
Proficient with Microsoft Office and Google Workspace (Docs, Sheets, Slides); comfortable working with metrics and dashboards
Sound judgment within delegated authority limits; escalates exceptions with clear rationale
Able to perform the essential functions of the role, with or without reasonable accommodation
Bachelor's degree in Business, Risk Management, or a related field preferre
Benefits
Remote work options
Additional Information
Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We're always on the lookout for talented people to join our growing team.
Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.
Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.
As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.
We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.
We're looking for a Claims Manager to join our Claims team to lead the claims team and serve as the subject-matter expert for our commercial insurance portfolio. You will be accountable for end-to-end claims operations, ensuring every claim is filed and adjusted in strict accordance with policy terms, limits, deductibles, and exclusions-while driving timely, accurate resolution. You will also advise on coverage strategy (e.g., adding new locations, adjusting limits) and leverage data to set appropriate values for buildings and other assets, maintaining strong relationships with underwriters. Additionally, the Claims Manager will contribute to claims forecasting to inform budgeting.
You'll report to the Senior Director, Customer Relations and work onsite from our Santa Ana, CA corporate office headquarters.
Collectorsuniverse · Santa Ana, CA