Note: The job is a remote job and is open to candidates in USA. Davies North America is a professional services and technology company supporting businesses in navigating risk, optimizing operations, and transforming insurance and regulated-sector operations. The Field Services Accounts Manager will lead carrier account relationships and oversee the readiness, performance, compliance, and operational effectiveness of independent adjusters supporting claims activity. The role also manages service metrics, operational coordination, issue resolution, account retention, and strategic improvements across the claims environment.
Responsibilities
- Serve as the primary relationship manager for assigned carrier accounts, ensuring service delivery aligns with client expectations, account instructions, and performance standards
- Build and maintain strong working relationships with carrier partners, internal operations leaders, recruiting teams, field leadership, and independent adjusters
- Oversee the operational performance of the 1099 independent adjuster network supporting assigned accounts, including readiness, deployment alignment, service quality, responsiveness, and compliance with program expectations
- Partner with recruiting, onboarding, licensing, credentialing, and operations teams to ensure independent adjusters are properly vetted, aligned, and assignment-ready
- Monitor key service indicators such as cycle time, file quality, responsiveness, coverage of territories, deployment effectiveness, and client satisfaction
- Identify service gaps, performance issues, or capacity concerns and implement corrective actions, escalation plans, or staffing recommendations as needed
- Support account growth and retention by ensuring consistent execution, proactive communication, and strong service recovery when issues arise
- Coordinate with internal stakeholders to align 1099 deployment strategy with carrier needs, catastrophe demand, specialty lines, and regional claim volume
- Review trends across assigned accounts and independent adjuster performance to recommend process improvements, network enhancements, and operational efficiencies
- Assist in establishing and maintaining service standards, operating procedures, and communication protocols for carrier accounts and contractor-supported claim activity
- Support reporting, business reviews, and performance updates for internal leadership and carrier clients
- Promote adherence to applicable licensing, documentation, confidentiality, compliance, and contractual requirements across the independent adjuster network
- Act as an escalation point for service concerns, contractor performance matters, or account-level operational issues
- Contribute to strategic planning around account expansion, field resources, contractor coverage, and service model optimization
Skills
- 5+ years of relevant experience in claims, account management, field operations, client services, vendor management, or independent adjuster program oversight
- Experience supporting or managing carrier accounts within insurance, claims administration, TPA, IA firm, or related environments
- Experience working with independent contractor / 1099 adjuster models, field resources, or distributed claims support teams
- Strong understanding of claims operations, service delivery metrics, and account management principles
- Excellent written and verbal communication skills
- Strong analytical, organizational, and follow-through skills
- Ability to travel occasionally based on client, operational, or business needs
- Experience in property, casualty, transportation, CAT, or specialty claims environments
- Multi-state adjuster licensing knowledge or familiarity with adjuster credentialing requirements
- Experience with client reporting, service-level metrics, QA processes, and operational dashboards
- Prior leadership experience in a claims, field services, or vendor management environment
- Insurance industry designations or related professional certifications are a plus
Benefits
- Medical, dental, and vision plans to support your health and that of your family
- A 401(k) plan with employer matching
- Time-off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non-exempt employees
- Paid holidays
- Life insurance and short-term and long-term disability coverage
- Where required by law, paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements
Company Overview