Carrier Partner Operations Supervisor

Carrier Partner Operations Supervisor

This is a remote position | Southeast Time Zone Preferred Headquarters located in Alpharetta, GA  

Position Overview

The Carrier Partner Operations Supervisor plays a critical role in supporting Hancock Claims Consultants’ operational performance and carrier relationships within the Property & Casualty Insurance industry. This role is responsible for coordinating communication between internal teams and field operations, managing carrier inquiries and escalations, and ensuring consistency in processes, reporting, and service delivery. The ideal candidate brings strong operational experience, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment. This individual will partner closely with internal teams and carrier stakeholders to improve workflow efficiency, maintain quality standards, and support overall service excellence.  

Key Responsibilities

• Coordinate communication with field management to ensure timely and accurate responses to carrier inquiries and escalations
• Manage and oversee responses to Allstate issue logs, ensuring resolution and follow-through
• Analyze issue logs to identify trends and provide actionable insights
• Support resolutions of escalations, including complex or non-standard issues
• Provide daily capacity updates to Allstate and ensure field-reported capacity is accurate at least 15 days in advance
• Support process and quality initiatives, including calibration communication and ensuring documentation consistency
• Partner with internal teams (e.g., Carrier Services) to update and improve operational processes
• Conduct quality assurance reviews to verify accuracy of files, reports, and operational documentation in alignment with carrier standards
• Track and monitor key operational metrics (volume, quality, reschedules, capacity) and support Power BI reporting and monthly performance reviews
• Identify opportunities for operational efficiency and assist in implementing process improvements to enhance workflow and client satisfaction
• Maintain and regularly update the Technician SharePoint to ensure information is accurate, organized, and user-friendly

Required Education & Experience

• 3 – 5+ years of experience in operations, coordination, or customer service roles (insurance or claims experience preferred)
• Experience managing escalations, issue tracking, or customer/client inquiries
• Strong organizational and multitasking abilities in a high-volume environment
• Proficiency with Microsoft Office Excel and SharePoint
• Experience with reporting tools such as Power BI or similar platforms is a plus
• Bachelor’s degree preferred, or equivalent work experience

Key Skills and Attributes

• Strong communication skills with the ability to interact effectively with internal teams and external partners
• Detail-oriented with a focus on accuracy and quality
• Analytical mindset with the ability to identify trends and recommend improvements
• Proactive problem-solver with strong decision-making ability
• Highly organized and able to manage multiple priorities simultaneously
• Self-motivated and capable of working independently in a remote environment
• Collaborative team player with a strong sense of accountability

Why Hancock Claims Consultants? Hancock Claims Consultants is a trusted leader in property insurance claims support, with over 20 years of experience serving the Property & Casualty insurance industry. We partner with more than 100 carriers nationwide to deliver fast, accurate, and affordable claims lifecycle services, from inspections and estimating to contents evaluation, engineering, mitigation, and repair. We pride ourselves on combining deep industry expertise with proprietary technology that helps carriers reduce loss adjustment expense (LAE), shorten claim cycles, and improve outcomes for adjusters and policyholders alike. Our nationwide network of highly trained, certified technicians and experts allows us to deploy field resources quickly, often within 24–48 hours, and deliver detailed, fast-turnaround reports. At Hancock, you’ll be part of a company that values innovation, collaboration, and performance, and works to provide comprehensive, technology-enabled claims solutions under one roof.  Compensation & Benefits Hancock Claims Consultants offers a competitive compensation package designed to attract and retain top industry talent, including:

• Competitive base salary with bonus opportunity
• Medical, Dental, and Vision Insurance with multiple plan options
• Company-paid Life Insurance and Long-Term Disability
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• 401(k) Retirement Plan with company match
• Paid Time Off (PTO) and company holidays
• Professional development and career growth opportunities
• Collaborative, performance-driven culture with strong leadership visibility

Apply To This Job