The Regional Field Manager (RFM) is responsible for the leadership, execution, and performance of Specialty Auto Field Operations within an assigned region. This role manages regional Office Managers, Appraisers, and field operations to ensure files are handled efficiently, accurately, and in alignment with divisional objectives, client Service Level Agreements (SLAs), quality standards, and operational expectations.
The RFM is responsible for monitoring and managing regional performance through regular review of open pending files, aged assignments, cycle time performance, supplement handling, diary compliance, client communication, SLA performance, staffing coverage, quality trends, and office/Appraiser productivity. The role requires the ability to identify operational issues at the region, state, office, Appraiser, and file level; determine root cause; assign ownership; establish timelines; and follow through on corrective action.
Performance is measured by regional achievement of divisional goals, including open pending control, cycle time improvement, SLA adherence, quality compliance, client responsiveness, complaint resolution, and consistent execution of regional action plans. The RFM is also responsible for ensuring execution targeted quality control activity, documenting coaching and follow-up, addressing repeat performance trends, and maintaining clear communication with Operations leadership and cross-departmental teams.
This position requires extensive knowledge of the insurance claims and appraisal process, strong operational discipline, effective leadership, and the ability to communicate professionally with internal teams, external clients, Office Managers, Appraisers, and business partners. The RFM is expected to provide regional leadership that ensures accountability, consistency, operational improvement, and successful execution of divisional objectives.
Essential Functions
Regional Operations Management
Manage daily regional field operations to ensure files are handled accurately, efficiently, and in alignment with divisional objectives, client SLAs, quality standards, and operational expectations.
Performance Reporting and Execution
Review and communicate regional performance through KPI dashboards, open pending reports, cycle time metrics, SLA results, supplement activity, diary compliance, and other operational reporting to identify issues and drive timely action.
Team Leadership and Accountability
Provide direct leadership to Office Managers and Appraisers by setting expectations, assigning ownership, monitoring follow-through, documenting coaching, and supporting consistent performance improvement.
Quality Control and Compliance Oversight
Ensure execution within targeted QC reviews, file-level audits, complaint tracking, client communication standards, and adherence to applicable policies, procedures, licensing requirements, and client-specific handling guidelines.
Operational Planning and Cross-Functional Collaboration
Develop and maintain regional action plans using reporting tools and structured follow-up methods, while collaborating with Operations leadership, Compliance, Training, Implementation, Resource Management, and Oversight teams to execute regional and divisional goals.
Competencies
Operational Decision-Making
Demonstrates the ability to assess regional performance, identify operational risks, determine root cause, and make timely decisions that support client SLAs, divisional objectives, and file-level resolution.
Performance Leadership and Accountability
Aligns Office Manager and Appraiser performance with regional goals by setting expectations, reviewing measurable results, addressing performance gaps, and following through on corrective actions.
Planning, Organization, and Follow-Through
Manages multiple priorities through structured planning, clear timelines, documented action items, and consistent follow-up to ensure operational issues are resolved timely and effectively.
Communication and Professional Presence
Communicates clearly and professionally with internal teams, clients, Office Managers, Appraisers, and leadership, including during escalations or high-pressure situations.
Analytical and Problem-Solving Skills
Uses reporting, KPI dashboards, QC results, complaint trends, and file-level reviews to identify patterns, evaluate performance, and implement practical solutions.
Adaptability and Judgment
Maintains flexibility, professionalism, and sound judgment when managing changing priorities, client needs, regional challenges, and sensitive operational matters.
Supervisory Responsibilities
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Oversee daily regional workflow and operational execution across assigned Office Managers, appraisers, and field resources, which may include W-2 employees, 1099 contractors, or a combination of both.
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Provide leadership, direction, coaching, and timely performance feedback to assigned regional resources to support achievement of divisional objectives, client SLAs, quality standards, and operational expectations.
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Review performance metrics, file handling, QC results, cycle time performance, diary compliance, client communication, and other operational indicators to identify performance trends and address areas requiring improvement.
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Partner with Operations leadership and Human Resources, when applicable, to document performance concerns, recommend corrective action, and participate in performance management decisions in accordance with company policy, contractual relationships, and applicable worker classification.
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Clearly and concisely communicate regional performance against departmental objectives, including progress, risks, action plans, and follow-up status.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This role is fully remote with a work environment that is structured around scheduled virtual meetings, cross-functional collaboration, and defined workflows to ensure alignment and productivity.
Physical & Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- The employee may occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close, distance and peripheral vision, depth perception, and the ability to adjust focus.
- While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.
- Ability to read, analyze, and interpret financial reports, and legal documents, respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to work with mathematical concepts such as probability and statistical inference and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical form and deal with abstract and concrete variables.
Travel Required
- Ability to travel 20% of time.
Required Education and Experience
- Strong understanding of customer and market dynamics and requirements
- A prominent level of proficiency in Excel, Word, and PowerPoint skills is expected. Experience with Smartsheet is a plus.
Preferred Education and Experience
- Bachelor's degree (B.S.) or equivalent with 5 years of insurance and leadership experience preferred.
- Prior supervisory/people leadership experience preferred.
Affirmative Action/EEO Statement
Alacrity Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
Good-Faith Estimate (including bonus or commission)
The posted compensation range represents an estimate and may include both base salary and variable components such as commission and performance-based bonuses. Total compensation will ultimately be determined based on the candidate’s experience and qualifications.
General Description of Benefits
Alacrity Solutions offers a comprehensive benefits package, including but not limited to medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.
Work Schedule
Full Time - 40 hours/week
How to Apply
Click the Apply button on this site. You will be linked to the Alacrity Solutions Career Page. Our career page can be found at https://www.alacritysolutions.com/about/careers/#current
Personal Information Retention Policy
Personal information will be retained for a minimum period of one year in accordance with applicable policies and regulatory requirements.
Post Closing Date
This position will be open for a minimum of three days and until a top applicant is identified.
