Product and Client Implementation Manager

Job Type Full-time Description

Summary / Objective

The Product & Client Implementation Manager is responsible for leading the operational configuration, deployment, and ongoing optimization of client programs across industry-standard estimating and valuation platforms. Operating within the Operations organization, this role ensures estimating, appraisal, and carrier-driven workflows are configured to support accurate, efficient, and scalable production execution across all environments.

The position serves as an operational and technical conduit between Operations and IT, translating client and carrier requirements into repeatable, production-ready workflows. The role focuses on independently identifying and resolving configuration, workflow, and data issues that impact operational performance, escalating to IT or Development only when true system or code-level changes are required.

The Product & Client Implementation Manager owns day-to-day workflow readiness, stabilization, and continuous improvement, ensuring operational teams can execute consistently at go-live and as programs evolve.

Essential Functions

Operational Configuration & Readiness

• Configure estimating and valuation platforms to align with operational workflows, staffing models, SLAs, and client expectations.

• Ensure platform settings support field inspections, supplements, total loss handling, and quality control processes.

• Validate that configurations enable repeatable, auditable, and scalable operational execution.

Operational Issue Resolution & Triage

• Serve as the first operational escalation point for workflow, estimate, valuation, and data issues impacting production.

• Independently diagnose whether issues stem from configuration, workflow design, data inputs, or operational process gaps.

• Resolve configuration and workflow issues directly to minimize operational disruption and turnaround delays.

Client Implementation & Change Management

• Translate client and carrier requirements into clear operational workflows and platform configurations.

• Support client implementations by ensuring operational teams are fully enabled, trained, and validated prior to go-live.

• Manage post-implementation stabilization by monitoring production behavior and adjusting configurations as needed.

Testing, Validation & Quality Enablement

• Lead UAT, production-like scenario testing, and operational validation of workflows prior to release.

• Validate configurations against carrier guidelines, appraisal standards, and internal quality expectations.

• Identify configuration or workflow changes that improve estimate accuracy, cycle time, and first-pass quality.

Operational Optimization & Performance

• Monitor platform behavior to identify bottlenecks, rework drivers, and inefficiencies in appraisal workflows.

• Partner with Operations leadership to improve throughput, consistency, and compliance through configuration and process improvements.

• Maintain operational configuration documentation to ensure continuity, auditability, and scalability.

Cross-Functional Partnership

• Provide IT and Development teams with clearly scoped, operationally justified escalation requests when system changes are required.

• Act as a translator between Operations and IT, ensuring technical decisions support operational reality.

• Support internal teams and clients with workflow walkthroughs, operational explanations, and platform demonstrations

Competencies

• Strong understanding of claims and appraisal operations, not just estimating platforms.

• Ability to connect platform configuration decisions to operational outcomes (cycle time, quality, cost).

• Proven ability to triage production issues and restore operational flow quickly.

• Clear communicator who can explain how workflows impact field execution.

• Highly organized with strong process control and documentation discipline.

• Advanced Excel skills for operational analysis and trend identification.

Requirements Required Education & Experience• 3 + years of experience in claims operations, appraisal operations, or client implementation with hands-on platform configuration.

• Direct experience supporting production appraisal workflows (field, desk, total loss, supplements).

• Hands-on experience with CCC ONE and at least one additional platform (AdjustRite, Mitchell Cloud Estimating, VVS).

• Experience working cross-functionally with Operations and IT.

• Familiarity with workflow automation, data mapping, or integrations preferred