Manager, Carrier Download
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Job Description
Manager leading enterprise carrier download strategy for Patriot, a national insurance services firm. Improving insurance policy, billing, and claims data quality, automation, and adoption.
Responsibilities:
- Develop and execute the enterprise carrier download strategy across eligible carriers, agencies, and lines of business
- Create and maintain a multi-year roadmap aligned with growth, acquisition integration, AMS migration, and operational efficiency goals
- Increase carrier download adoption and utilization where functionality is available but not enabled
- Establish standardized processes and best practices for acquisitions, AMS migrations, and strategic integrations
- Serve as subject matter expert for carrier download functionality, IVANS connectivity, direct carrier feeds, and AMS integrations
- Ensure policy, billing, and claims data is complete, accurate, structured, and aligned with data quality standards
- Design and oversee validation, reconciliation, and quality assurance processes
- Develop and monitor KPIs for activation, success rates, exception management, data quality, timeliness, and operational effectiveness
- Partner with Finance on direct bill commission structures and related download processes
- Liaise between carrier download teams, AMS providers, technology teams, integration resources, vendors, and business stakeholders
- Troubleshoot carrier configuration issues, system mapping errors, connectivity failures, and download exceptions
- Oversee outsourced and third-party operational partners to ensure service delivery, quality, productivity, and contractual expectations
- Establish SOPs, quality controls, SLAs, and performance metrics for download workflows
- Identify automation and process improvement opportunities
- Collaborate with agency and regional operations leadership to implement capabilities and drive adoption
- Develop training materials, operational documentation, and change management strategies
- Serve as escalation point for agencies with download-related issues
- Build reporting and dashboards for download penetration, activation, data quality, operational performance, and exceptions
- Lead governance routines and stakeholder reviews across Carrier Administration, Operations, Finance, IT, and agency leadership
- Monitor industry trends, carrier capabilities, AMS enhancements, and emerging technologies
Requirements:
- 7-9+ years of progressive experience in insurance operations, preferably within a Property & Casualty agency, brokerage, or insurance services environment
- Deep understanding of Agency Management Systems required; Applied Epic experience strongly preferred
- Extensive knowledge of carrier download processes, IVANS connectivity, direct carrier feeds, policy data structures, and insurance operational workflows
- Experience managing external vendors, outsourced operations, and business process outsourcing relationships
- Demonstrated success leading cross-functional initiatives involving operations, technology, finance, carriers, vendors, and agency partners
- Strong analytical, process improvement, project management, and problem-solving skills
- Experience developing KPIs, operational reporting, dashboards, governance routines, and performance management frameworks
- Excellent communication, presentation, stakeholder management, and organizational skills
- Ability to influence without direct authority and lead initiatives across a decentralized operating model
- Strong attention to detail and commitment to data accuracy, operational consistency, and continuous improvement
- Collaborative leadership style with ability to build alignment across agencies, carriers, vendors, and internal teams
Benefits:
- Comprehensive health and welfare program for employees, family members and domestic partners
- Medical, Dental, and Vision Benefits
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Commuter Transit Programs
- Company paid Short-Term Disability
- Company paid Long-Term Disability
- Company paid Group Term Life
- Company paid Employee Assistance Program
- Paid Parental Leave
- Paid holidays
- Personalized PTO
- 401(k) with employer match
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