Senior/Principal Client Engagement Manager (Operations)

Assured is on a mission to modernize insurance. Claims processing (i.e. should we pay this claim?), while often overlooked, is the foundation of the entire industry. It’s currently highly manual, involving phone calls, faxes, and gut instinct, costing tens of billions of dollars a year. We can do better.

At Assured, we provide large insurers with the software solutions they need to win in a modern, technology-driven world. From self-service claim-filing software to backend fraud detection, we’re the engine that powers claims processing for some of the largest insurers in the world.

The challenges we face are deep and diverse, from creating digital experiences that provide comfort and clarity to claimants at their most stressed and vulnerable to orchestrating large-scale ML-driven decision-making on billions of dollars of claims payments, life at Assured is dynamic, collaborative, and rewarding.

We're looking for a Senior/Principal Client Engagement Manager (Operations) to lead our Client Engagement (CE) function into an AI-native operating environment while running key customer engagements that keep our largest carrier relationships thriving. This is a builder's seat for someone who sees operational friction as a problem to be solved with better systems, smarter tooling, and well-designed AI — and in the same week can lead programs with a top P&C carrier.

What You'll Do

• 🤝 Lead end-to-end customer engagements – Drive onboarding programs for large insurance clients, ensuring delivery excellence, milestone clarity, and stakeholder alignment across business and technical teams.
• 📅 Run programs with precision – Manage timelines, reporting, stakeholder communication, and executive readouts for high-impact enterprise accounts.
• 🚀 Lead the AI-native transformation of Client Engagement – Set and drive the vision for a CE organization where AI is woven into the core of how work gets done, from client interactions to internal operations, and champion adoption across the team.
• 🛠️ Build AI agents and internal tools – Design, prototype, and deploy AI agents and internal tooling that connect across many different systems, giving the team leverage and freeing up time for higher-value work.
• 🗺️ Own the strategic roadmap – Develop and execute a quarterly strategic plan for CE Operations, translating high-level goals into concrete initiatives with clear owners, milestones, and measurable outcomes.
• 🚗 Resolve complex operational and technical challenges – Partner cross-functionally with Product, Engineering, Sales, and customer stakeholders to drive strategic outcomes.
• 📚 Own the team's knowledge sources – Take ownership of assets like the Client Engagement Knowledge Base, keep them accurate and useful, and proactively build new layers of documentation the CE team needs.
• 🔍 Proactively drive efficiency and quality – Continuously identify opportunities to streamline workflows, eliminate manual toil, and improve the quality of the team's output. You won't wait to be handed problems; you'll go find them and fix them.

What You'll Bring 🎯

• 🏢 Proven experience in operations, strategy, program management, or enterprise implementation roles within a client-facing or go-to-market organization – including managing enterprise-scale implementations and/or customer programs for multimillion-dollar accounts.
• 🤖 Hands-on familiarity with building AI agents and internal tools that integrate across multiple systems and platforms.
• 💻 Basic understanding of APIs, integrations, and data exchange formats such as JSON, and the ability to collaborate effectively with engineering teams.
• 🧭 A self-starter who can independently develop a quarterly strategic plan and work across multiple stakeholders to drive it to completion.
• 🤝 Demonstrated success working cross-functionally across CE, Sales, Engineering Operations, Product Operations, Product, and executive stakeholders – you know how to build trust, align competing priorities, and get things done through influence.
• 📊 Strong analytical skills and comfort using data to inform decisions and measure impact.
• 🗣️ Excellent communication skills, with the ability to translate between technical and non-technical stakeholders.
• 💪 A bias for action and ownership, with the resilience to navigate challenges and deliver results in dynamic environments.
• 🏗️ A builder's mindset, passionate about creating structure, defining best practices, and scaling processes as the organization grows.

Benefits:

• 🤑 Competitive Compensation: Competitive salary and equity packages for all employees
• 🏥 Healthcare Plan: Platinum medical, dental, and vision
• 🛡️ Free life insurance: Including long-term disability & short-term disability
• 🏄 Unlimited PTO: Uncapped vacation days & paid holidays
• 👶 Family Leave: Maternity & paternity
• 📈 401(k) Contribution: Assured contributes 3% of your income, even if you don't contribute
• 🏠 WFH Benefits: Lunch on us 2x/week, monthly phone stipend & other home office perks
• 👪 Health FSAs & HSAs: Pre-tax accounts for out-of-pocket medical expenses
• 🤝 Team events & Offsites: We're remote, but we regularly get together