Unemployment Claims Operations Manager Remote

Who We Are:

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish. We are not just a company—we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level.

Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned us recognition as a five-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace.

The 501C Claims Operations Manager oversees daily operations for a specialized reimbursing partner serving thousands of individual trust members. This role ensures operational objectives are consistently achieved and leads a team dedicated to delivering exceptional, personalized service to members. Responsibilities include managing a team of professional analysts, streamlining, and optimizing workflows for maximum efficiency, and collaborating with cross‑functional teams to drive ongoing process improvements.

• Oversee the end‑to‑end claims processes for a specialized reimbursing partner with thousands of trust members nationwide.
• Proactively coordinate with state partners to ensure timely delivery of charge statements and reimbursing invoices.
• Ensure charge statements and reimbursing invoices are entered into the system accurately and promptly to avoid incurring penalties and interest.
• Lead a team of Senior Analysts who are responsible for preparing and representing trust members in administrative unemployment hearings.
• Proactively identify power of attorney issues and collaborate with state partners and trust members to resolve in a timely manner.
• Collaborate with trust members and internal teams to answer complex questions and resolve problems.
• Provide coaching and mentorship to team members.
• Ensure team members deliver exceptional customer service.
• Monitor work and perform audits to ensure quality standards are achieved.
• Meet and exceed external and internal service level agreements.
• Monitor key performance indicators and service level agreements to ensure operational excellence.
• Identify gaps in workflow and partner with internal stakeholders to increase efficiency.
• Drive process improvement initiatives based on feedback from trust members and internal teams.
• Analyze data metrics and study trends to determine operational best practices.
• Prepare and present presentations on team performance and trend analyses.
• Other duties as assigned.

• 2‑year degree required; 4‑year degree preferred.
• 7+ years’ experience in the unemployment insurance (UI) industry, including leading complex teams, working with reimbursing employers, and possessing in‑depth knowledge of administrative unemployment hearings.
• Equivalent combination of education and experience will be considered.
• Proficiency in MS Office Suite, including Outlook, Excel, and PowerPoint, is required.
• Demonstrated ability to take initiative and work independently with minimal supervision.
• Skilled at defining priorities and managing multiple tasks and projects simultaneously.
• Highly adaptable, with the ability to shift focus quickly as business needs change.
• Capable of handling sensitive and confidential information with discretion.
• Excellent written and verbal communication skills.
• Maintains a professional demeanor and interacts tactfully with others.
• Effective…