Manager, Client Experience

We are seeking a skilled Manager, Client Experience to lead and optimize the operations workflow within our Client Experience organization. The Manager, Client Experience supports the Client Experience team to drive efficiency, accuracy, and client centricity in all client experience processes. The Manager, Client Experience will work in collaboration with the Client Experience team to implement strategy, drive data integrity, optimize services and ensure operational process and policies are in place. The Manager will have responsibility for the Client Experience Assistant team. This position offers the opportunity to shape operational excellence and enhance the client experience by leading impactful initiatives and supporting a culture of continuous improvement.

Salesforce Management and Optimization for Client experience in partnership with sales.
• Identify, track and drive Salesforce enhancements and fixes.
• Responsible for salesforce curriculum including training materials, and presentations to support effective implementation and management.
• Work with Salesforce IT team to implement and test all updates/enhancements/fixes etc.
• Support CX leadership to develop salesforce reporting and scorecards.
• Address Salesforce-related inquiries from Customer Experience (CX)
• Manage communication and updates on process workflow documents.
• Develop and manage workflows for the Large Loss Notice process.
• Review Large Reserve Increase and Significant Loss Reports, assigning tasks as needed.
• Serve as an Operations-Claims liaison to ensure smooth process integration.
• Project Management: Track initiatives and manage multiple projects to support operational goals.
• Coordinate across departments to achieve alignment and progress.
• Design and manage content for AmConnect, ensuring relevant, accessible information for internal partners.
• Supervise the Client Experience Assistant team, continuously enhancing workflows to drive efficiency and improve team processes.
• Data Integrity: Maintain data integrity across multiple platforms and documents to ensure accuracy and consistency.
• Review activities, costs, and operations to measure progress toward goals.
• Propose innovative, programmatic changes based on assessments to enhance efficiency and consistency.
• Direct, plan, and implement operations strategies to support client experience goals.
• Ensure optimal resource utilization to meet client expectations.
• Manage the effective implementation of new systems and optimize the use of existing technologies.
• Identify opportunities to leverage resources across the division and enterprise, addressing operational challenges and maximizing opportunities.

• Proven experience in operations management, preferably within insurance, claims, or a related industry.
• Strong project management skills, with a record of delivering results in a dynamic environment.
• Advanced understanding of Salesforce or similar CRM platforms.
• Ability to develop workflows, streamline processes, and manage data integrity across platforms.
• Experience with writing and implementing program level policy and procedures.
• Ability to interact collaboratively and work effectively with a multi-functional team and throughout the organization; fosters an environment of shared responsibility and accountability.
• Strong leadership skills, with experience managing cross-functional teams.
• Analytical mindset with a focus on identifying efficiencies and implementing improvements.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.