What are the responsibilities and job description for the Program Manager, Claims Learning & Operational Excellence position at Indiana Farmers Insurance?
Bring Your Ideas. Build Your Career.
At Indiana Farmers Insurance, care is part of both our business and our culture. As a mutual insurance company, we take a long-term view of serving our members, supporting our independent agency partners, and investing in our people. Our ICARE values of Innovation, Collaboration, Accountability, Respect, and Empowerment shape an environment where associates can contribute ideas, learn from one another, take ownership of their work, and grow their expertise. If you want meaningful work, supportive colleagues, and the opportunity to help improve how we serve others, we would like to meet you.
Claims is one of the most important ways Indiana Farmers Insurance supports its members. This role helps ensure that Claims associates have the learning, standards, tools, and operational support needed to handle claims consistently, meet regulatory expectations, and deliver a positive member experience. You will connect learning, quality, documentation, change, and process improvement so that improvements are understood, adopted, and sustained across Claims.
- Lead the Claims learning strategy, curriculum, onboarding, annual training plan, and continuing education program.
- Design and implement instructor led, virtual, self paced, and blended learning solutions in partnership with Enterprise Learning and Development.
- Partner with Claims leaders, subject matter experts, Human Resources, and learning partners to identify needs and align solutions with operational priorities.
- Evaluate learning effectiveness using assessments, participant feedback, quality trends, and operational metrics.
- Govern Claims standards, procedures, workflows, best practices, and supporting resources to promote consistent and compliant operations.
- Maintain the Claims Operations Manual and related documentation, coordinating reviews and updates as business and regulatory requirements change.
- Lead communication, knowledge transfer, and implementation activities for changes involving products, policies, regulations, technology, systems, and processes.
- Lead Claims quality assurance activities, including quality standards, measurement tools, dashboards, and reports.
- Analyze quality reviews, audits, and operational metrics to identify trends and performance gaps, then recommend learning, coaching, corrective action, or process improvements.
- Lead operational readiness and assigned process improvement initiatives by improving workflows, establishing success measures, monitoring implementation, and evaluating results.
You will be a trusted partner to Claims leaders and subject matter experts, translating business needs into practical learning and operational solutions. Your work will help associates understand what is changing, why it matters, and how to apply it. You will use data and feedback to identify opportunities, strengthen consistency, and improve outcomes for members and the business. You will also model ICARE by collaborating openly, taking ownership, treating others with respect, and empowering teams to succeed.
What You Will Bring
Any combination of education, training, and experience that would provide the knowledge and capabilities required for successful performance in the role may be considered qualifying. Typical qualifications include:
- Seven or more years of progressively responsible experience in property and casualty claims, claims operations, or a closely related function.
- At least two years leading or owning department level initiatives in claims learning, quality assurance, operational documentation, process improvement, or organizational change.
- Experience supporting technical learning programs, claims quality assurance, or operational improvement initiatives.
- Experience leading cross functional projects involving operational, regulatory, product, technology, or system changes.
- Experience developing eLearning or blended learning solutions using tools such as Articulate or Camtasia is preferred.
- A professional insurance designation such as AIC, CPCU, or SCLA is preferred. If not held at hire, obtaining an agreed upon designation within a defined timeframe is required.
- Working knowledge of property and casualty claims practices, claims handling standards, and regulatory requirements.
- The ability to analyze information, communicate clearly with technical and nontechnical audiences, build commitment without formal authority, and follow through on results.
Department: Claims
Reports to: Claims Manager, Shared Services
Work environment: The role is primarily remote with travel one week per month to the home office in Indianapolis, IN. Travel may increase over time as training needs ramp up. This position may be performed remotely from one of the states where Indiana Farmers Insurance is approved to employ associates (Colorado, Georgia, Iowa, Illinois, Indiana, Kentucky, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Washington, and Wisconsin). Indiana Farmers Insurance does not typically provide relocation assistance for this position.
Additional considerations: Occasional extended hours may be needed during peak business cycles, major operational changes, or critical project implementation periods. Limited travel may be required. Remote employees are expected to travel to the Home Office as their position requires, with occasional additional travel for meetings, training, conferences, or other business needs.
- Free health insurance (associate only)
- Free dental insurance (associate only)
- Free vision insurance (associate only)
- Free life insurance
- Free short term and long term disability insurance
- 2% 401(k) company match
- 11% 401(k) company contribution
- Excellent paid time off
- Generous paid time for parental leave
- Day of Service
- Opportunities to learn, grow, and advance
- Student Loan Assistance Program
- Educational Incentive Program
- Employee Assistance Programs for you and your family
- Matching funds of up to $100 annually for your favorite charitable organization
- Associate recognition awards, fun gatherings, and opportunities to make friends
- On site fitness center at our home office in Carmel, Indiana, with free and convenient parking
Indiana Farmers Insurance is an equal opportunity employer. Employment decisions are made without regard to legally protected status.