Accident Process Manager

Job Details

Job Location:

Johnson City Operations Center - Johnson City, TN 37604

Position Type:
Full Time

Education Level: 2 Year Degree

Salary Range: $50,000.00 - $55,000.00 Salary

Job Category:
Management

We are seeking a high-caliber Accident Process Manager to oversee the First Notice of Loss (FNOL) process for automotive accidents within our roadside assistance call center. This is a leadership role designed for an expert in high-stakes logistics and real-time event management to directly manage dedicated teams that will service large, high-profile insurance client roadside assistance programs. This role will be responsible to design, optimize and oversee the intake process to ensure that when motorists call after an accident, our agents collect critical data accurately, coordinate emergency or towing logistics rapidly, and deliver best-in-class empathetic customer service.

The ideal candidate is a tactical leader who can remain calm under fire, digest complex data from multiple sources, and steer their team effectively through high-pressure situations with poise and precision. This individual will own the end-to-end FNOL workflow, balancing production efficiency with strict compliance, member safety, and high customer satisfaction (CSAT).

If you have the intuition of a strategist and the execution of a field commander, we want to hear from you.

• Subject Expertise – Deep knowledge of FNOL processes, auto insurance claims, and logistics dispatching.
• Technical Fluency – Expert-level proficiency in CRM tools, multi-monitor setups, CRM tools, real-time tracking software, multi-channel dispatch systems, and data-driven dashboard monitoring.
• Communications Mastery – Articulate and professional voice with the ability to provide clear directives to field/internal teams and "manage up" to senior leadership.
• Cognitive Ability – Exceptional ability to track multiple moving parts simultaneously and transition from routine operations to high-priority events without losing focus.
• Logistics & Analytical Expertise – Proven ability to manage complex systems, translate call center metrics into actionable process improvements, and create workflows that support distressed callers.
• Management Experience– Minimum four (4+)yearsin high-volume call center operations management, specifically within roadside assistance, automotive insurance, or emergency dispatch operations.
• Adaptability and comfort with shifting priorities in a fast-paced, evolving environment.

• Bilingual English/Spanish or English/French
• Strong reporting skills, with a focus on productivity and efficiency
• Bachelor's or Master's degree from an accredited institution

• Flexible work environment
• Health benefits including health, dental, and vision plans
• Life & AD&D and Long-Term Disability
• Paid time off
• Bonus structure

Allied Dispatch Solutions, LLC, is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.