Top Operations & Support Jobs in San Francisco, CA

Supports customers by phone and digital channels, resolving complex insurance, policy, coverage, billing, and service inquiries. Applies guidelines, documents interactions accurately, protects customer information, validates AI-generated summaries, escalates sensitive issues, and coordinates with internal teams. The role requires clear communication, judgment, compliance awareness, and participation in training for insurance products, systems, and AI-enabled service tools.

Lead and coach a team that investigates disability and absence claims, ensuring adjudication accuracy, compliance, and strong customer experience. Manage performance, training, quality reviews, call monitoring, and administer concurrent claims (e.g., STD, FMLA, PFML). Escalate issues and drive process improvements to meet business objectives and expense targets.

Manages and resolves disability claim escalations, customer inquiries, and processing questions. Investigates concerns, performs root cause and trend analysis, maintains database integrity, and recommends process improvements. Collaborates with Legal, privacy, account, claims, operations, and leave teams to address escalations and improve customer satisfaction. Requires disability claims expertise, knowledge of disability products and applicable laws, and proficiency with basic Microsoft tools.

Document, analyze, and improve IDI claims and reinsurance workflows and procedures to ensure accurate, compliant, and timely claim outcomes. Lead process reviews, identify gaps and risks, recommend system and operational improvements, and coordinate cross-functional stakeholders to implement consistent, sustainable changes.