Complaints Manager

About the Company Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com , Intuit, Hopper , Skyscanner , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the Role As a Senior Complaints Manager (Americas) on our Customer Team, you will lead a team of Complaints Specialists and serve as the regional lead for our regulatory response framework. Your mission is to move beyond simple resolution, ensuring every customer receives a technically accurate, timely response that protects our global standing. You will be at the forefront of managing and hardening our complaint resolution ecosystem, collaborating with stakeholders across Legal, Insurance, Underwriters, and Claims to de-risk our operations. To drive success, you will use complaint data as a diagnostic tool to partner with QA and Training teams. By identifying recurring friction points and providing actionable insights, you will increase customer satisfaction, decrease legal risk, and ensure our regional growth is supported by a lean, high-performing engine. Key Responsibilities Own the Americas Framework: Run the day-to-day complaints process for the US. You are responsible for ensuring the team hits every regulatory deadline (including NAIC and state-specific mandates) with 100% technical accuracy. Analysis & Drafting: You will critically analyze policy terms and claim documentation to ensure determinations are sound and defensible. You will be responsible for drafting communications to regulatory authorities, translating intricate insurance concepts and fact patterns into clear, professional narratives that resolve regulatory inquiries. Advanced Process Management: Make critical business decisions by breaking down complex cases and backing your reasoning with advanced analysis. You will define which projects the team prioritizes and set aggressive timelines to reach regional goals quickly. Lead through Team Leads: Manage and develop a growing team by leading your Team Leads by example. You will personally step in to resolve the toughest customer issues, ensuring your team consistently delivers at an elite level. Systemic Root Cause Remediation: Lead Remediation Activity by identifying systemic failures that impact multiple customers. You will drive the necessary changes to our infrastructure to prevent these issues from recurring. Drive Improvement Insights: Partner with QA and Training teams to turn complaint data into actionable insights. You will identify service gaps and use our internal feedback loops to improve global training and customer outcomes. AI-Augmented Leadership: Mentor your team in using our AI-augmented toolstack to increase capacity and unblock technical hurdles, ensuring that technology handles the routine so your people can focus on high-judgment work. Report the Ground Truth: Provide data-backed updates to leadership regarding regional risks, prioritizing transparency and "ground truth" over generic status updates. Qualifications Experience: 8 + years of experience in dispute resolution or complaints management within a high-growth financial services or insurtech environment. Licensing: demonstrated experience navigating US state-specific adjuster licensing requirements and ensuring licensed complaint handling across multiple jurisdictions. Operational Excellence: You are a disciplined lead who knows how to execute a global process perfectly on the ground in a regulated market. AI-Fluency: You are tech-native and comfortable using AI-driven tools to automate routine drafting and data sorting. You look for ways to use technology to remove "busy work" from your team's plate. Collaborative Mindset: You enjoy working with QA and Training teams to turn "problems" into learning opportunities for the wider business. US Regulatory Knowledge: Deep familiarity with US insurance regulations and experience communicating directly with state Departments of Insurance (DOI). Data-Driven: You use metrics as a diagnostic tool to monitor team performance and identify where to deploy fixes. What you will have Problem solving. Strong customer focus and empathy. Driven, energetic, positive approach. Organizational and time management skills. Excellent attention to details. Professional approach and confident manner. Ability to adapt quickly to a start-up pace environment and culture. Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - Our teams are hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words! Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat! Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full P rivacy Policy. Annual base salary range is $90,000 - 120,000. Compensation will vary on experience