We’re looking for a senior-level, customer centric leader and technical expert to manage our Pet Claims Experience (CLX) teams and vendor relationships.

This role is critical for scaling our pet claims operations, driving innovation, and ensuring we consistently exceed customer expectations as we continue to grow and evolve our pet insurance offerings. You’ll be instrumental in shaping the future of Pet CLX, spearheading operational strategy and execution, and fostering a culture of continuous improvement.

We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.

Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.

IN THIS ROLE YOU'LL:

• Lead and scale a high-performing claims experience organization, ensuring operational excellence and efficiency

• Manage, develop, and inspire a group of passionate CLX Leads who oversee Lemonade’s specialty teams, including key vendor relationships

• Design and implement a world-class quality and control program for claims handling practices and adjudications, partnering closely with training and QA teams

• Influence insurance product and policy development by providing valuable claims insights to our insurance and underwriting teams

• Collaborate with the broader claims team and other stakeholders to create and execute quarterly and annual OKRs at both company and individual levels

• Partner with product teams to implement cutting-edge claims technologies, including instant claims, touchless claims, and advanced medical record reviews

• Leverage data extensively to analyze claim handling efficiency and loss ratio, identifying key areas of opportunity for the CLX team

• Confidently collaborate with supporting teams (Product, Underwriting, QA & Training, Ops, and People) to drive and deliver impactful improvements

• Develop a strategic technical vision for Pet Claims handling growth and scale, focusing on accurate payments, delightful customer experiences, and optimized handling times

WHAT YOU'LL NEED:

• 8+ years of experience in claims or customer experience management, ideally within a tech startup, insurance, or finance company

• Impressive leadership skills, with proven experience coaching and developing leaders

• A coverage and compliance professional with a comprehensive understanding of state and federal law as they apply to insurance coverage and regulations

• Proven ability to work cross-functionally and drive initiatives with various teams

• High emotional intelligence (EQ) and a willingness to provide direct and honest feedback

• An all-around team player and problem solver who learns quickly and is adept at juggling multiple projects

• Strategic thinking and a talent for executing and implementing initiatives that drive business goals

• Strong knowledge of customer service principles and practices, with a passion for creating exceptional customer experiences

• Ability to work in a remote environment

• At Lemonade we welcome candidates who are enthusiastic about learning and adapting to the exciting world of technology and AI, as a commitment to ongoing growth in this field is a fundamental part of our culture

• College Degree

Please note that we are unable to sponsor applicants for work visas

Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Alaska, Hawaii, New Mexico and Puerto Rico.

Lemonade's US base salary range for this full-time position is $110,000 - $135,000 plus equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.

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