Insurance Compliance & Regulatory Senior Lead

This role may be a fit for you if

• You write with judgment, not just accuracy. You can take a complicated file, determine what actually happened, and state a clear, complete, well-supported position under a deadline.
• You solve problems at the root. You love digging beneath the surface to identify root causes and aren't afraid to roll up your sleeves to resolve complex edge cases while mentoring others to do the same.
• You excel at high-stakes de-escalation. You possess executive-level composure and genuine empathy, easily navigating intense situations with customers, state regulators, and insurance carrier leaders.
• You turn friction into product fixes. You naturally spot patterns in complaint data and have the strategic mindset to partner with tech, legal, and ops leaders to permanently fix underlying vulnerabilities.
• You build and maintain operational rigor. You thrive in a remote environment, bringing organization, accountability, and process design to ensure compliance deadlines are met without exception.

What you’ll actually do

• Lead Escalation Operations: Oversee the end-to-end investigation and de-escalation framework for critical customer complaints, acting as the final point of escalation for complex issues.
• Own DOI and Insurance Carrier Responses: Manage carrier audits and state regulatory complaint workflows; author, review, and finalize official correspondence to state departments of insurance, carrier partners, and consumers.
• Systemic Root-Cause Resolution: Partner with Legal, Product, and Engineering to convert audit findings and complaint trends into product changes, automated checks, and process fixes.
• Complaint Log & Compliance Controls: Own the complaint log and the workflows behind it, keeping records accurate and audit-ready for market conduct examinations and state data calls, and meeting statutory deadlines and internal SLAs.
• Carrier Relationship & Claims Support: Serve as the primary operational liaison for carrier partners during high-stakes claims investigations, regulatory inquiries, and information audits.
• Team Guidance & Coaching: Provide operational guidance, quality oversight, and subject-matter expertise to team members handling customer service, compliance, and claims support.
• Regulatory Reporting & Documentation: Maintain accurate, audit-ready records of complaint trends, regulatory correspondence, and resolution timelines to support timely responses to DOI inquiries and to inform leadership of emerging compliance risk areas.