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Resolution Manager Jobs (NOW HIRING)

Gallagher

Senior Resolution Manager

Orlando, FL · Remote

... resolution. * Work in partnership with our clients to deliver innovative solutions and enhance the claims management process. * Think critically, solve problems, plan, and prioritize tasks to ...

Gallagher Bassett

Senior Resolution Manager

Orlando, FL · On-site +1

$68K - $98K/yr

... resolution. * Work in partnership with our clients to deliver innovative solutions and enhance the claims management process. * Think critically, solve problems, plan, and prioritize tasks to ...

Home Depot

Issue Resolution Specialist

Atlanta, GA · On-site

This position reports to the Issue Resolution Manager. * This position has no direct reports. Travel Requirements: * Typically requires overnight travel less than 10% of the time. Physical ...

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Resolution Manager information

What are the key skills and qualifications needed to thrive as a resolution manager?

To thrive as a Resolution Manager, you need strong problem-solving abilities, conflict resolution skills, and a background in business administration or a related field. Familiarity with case management software, CRM platforms, and sometimes certifications in mediation or dispute resolution are typically required. Exceptional communication, negotiation, and emotional intelligence help you manage stakeholder expectations and diffuse tense situations. These skills are crucial for efficiently resolving disputes, maintaining client satisfaction, and protecting organizational reputation.

How does a resolution manager typically collaborate with other departments to resolve complex issues?

Resolution Managers frequently work cross-functionally, partnering with teams such as customer service, operations, legal, and IT to address and resolve challenging cases or disputes. Effective communication and coordination are essential, as Resolution Managers often facilitate meetings, gather input from multiple stakeholders, and ensure everyone is aligned on the resolution approach. This collaborative process not only helps in resolving issues efficiently but also provides broader insight into recurring problems, allowing the company to implement long-term process improvements.

What is the difference between Resolution Manager vs Customer Service Manager?

AspectResolution ManagerCustomer Service Manager
Primary FocusResolving complex issues and disputes efficientlyOverseeing customer service teams and satisfaction
Required SkillsProblem-solving, conflict resolution, technical knowledgeLeadership, communication, customer relationship management
Work EnvironmentOperations, support centers, client-facing rolesCall centers, retail, service industries
CertificationsRelevant industry certifications, conflict resolution trainingCustomer service certifications, management training

While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.

What does a senior resolution manager do?

A senior resolution manager oversees the resolution of complex customer issues, ensuring timely and effective solutions. They coordinate with teams, analyze root causes, and implement process improvements, often using customer relationship management (CRM) tools and requiring strong communication and problem-solving skills.
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Resolution Manager jobs near you
Infographic showing various Resolution Manager job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Senior Resolution Manager

Gallagher

Orlando, FL • Remote

Full-time

Re-posted 15 days ago

Arthur J. Gallagher & Co. rating

7.6

Company rating: 7.6 out of 10

Based on 93 frontline employees who took The Breakroom Quiz

218th of 315 rated insurance

Job description

Introduction
At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview
  • Jurisdictions: MD, VA
  • Licenses: Must have state license or reciprocal.
  • Location: This role is fully remote work.

How you'll make an impact
  • Apply claims management experience to execute decision-making to analyze claims exposure, plan the proper course of action, and appropriately resolve claims.
  • Interact extensively with various parties involved in the claim process to ensure effective communication and resolution.
  • Provide exceptional customer service to our claimants on behalf of our clients exhibiting empathy through each step of the claims process
  • Handle claims consistent with clients' and corporate policies, procedures, and standard methodologies in accordance with statutory, regulatory, and ethics requirements.
  • Document and communicate claim activity timely and efficiently, supporting the outcome of the claim file.

About You

As a key member of our experienced Claims Adjuster team, you will: 

  • Investigate, evaluate, and resolve complex workers compensation claims applying your analytical skills to make informed decisions and bring claims to resolution.
  • Work in partnership with our clients to deliver innovative solutions and enhance the claims management process.
  • Think critically, solve problems, plan, and prioritize tasks to optimally serve clients and claimants.


Ideal candidates for this position will have:
• Claims Background: Minimum 3 years of experience adjusting a workers compensation desk, including lost time/indemnity and litigation.
• Jurisdictional Experience: MD, VA
• Active Adjusters' licenses: Must have state license or reciprocal.

REQUIRED QUALIFICATIONS:
• High School Diploma.
• Minimum of 3 years related claims experience.
• Appropriately licensed and/or certified in all states in which claims are being handled.
• Knowledge of accepted industry standards and practices.
• Computer experience with related claims and business software.


DESIRED:
• Bachelor's Degree

#LI-Remote

#LI-AB2

#WorkersComp


Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

  • Competitive compensation
  • Comprehensive benefits programs designed to support your well-being 
  • Career development opportunities and ongoing learning 
  • A collaborative, people-first culture with accessible leadership 
  • The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

Qualifications:

As a key member of our experienced Claims Adjuster team, you will: 

  • Investigate, evaluate, and resolve complex workers compensation claims applying your analytical skills to make informed decisions and bring claims to resolution.
  • Work in partnership with our clients to deliver innovative solutions and enhance the claims management process.
  • Think critically, solve problems, plan, and prioritize tasks to optimally serve clients and claimants.


Ideal candidates for this position will have:
• Claims Background: Minimum 3 years of experience adjusting a workers compensation desk, including lost time/indemnity and litigation.
• Jurisdictional Experience: MD, VA
• Active Adjusters' licenses: Must have state license or reciprocal.

REQUIRED QUALIFICATIONS:
• High School Diploma.
• Minimum of 3 years related claims experience.
• Appropriately licensed and/or certified in all states in which claims are being handled.
• Knowledge of accepted industry standards and practices.
• Computer experience with related claims and business software.


DESIRED:
• Bachelor's Degree

#LI-Remote

#LI-AB2

#WorkersComp

Education:UNAVAILABLEEmployment Type: FULL_TIME

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