Manager - Claims, Asset Protection & Safety (CAPS)

The Opportunity

Tsunami Express is building the future of express car washing — powered by people, automation, and smart technology. With 75+ locations across the Midwest and aggressive expansion ahead, we are creating a high-performance network focused on operational excellence, customer experience, and protecting our people and assets.

As the Manager of Claims, Asset Protection & Safety (CAPS), you will lead the company’s efforts around claims management, investigations, safety response, and risk mitigation across the organization. This role is responsible for protecting customers, employees, and company assets while ensuring incidents are handled professionally, consistently, and with urgency.

This is a highly judgment-driven individual contributor role that works cross-functionally with Operations, HR, Legal, insurance carriers, and executive leadership. The ideal candidate is calm under pressure, highly organized, investigative by nature, and trusted to make sound decisions in sensitive situations.

What You’ll Own:

Claims Management

• Manage customer vehicle and property claims from initial report through final resolution
• Review camera footage, gather documentation, communicate with customers, and coordinate with insurance partners
• Ensure claims are handled consistently and aligned with company policies and operational standards

Incident & Injury Response

• Lead response efforts for customer and employee injuries occurring on-site
• Partner with Operations, HR, Legal, and insurance carriers to ensure accurate reporting and timely follow-up
• Maintain detailed documentation and support resolution of active cases

Insurance & Fleet Coordination

• Serve as the primary point of contact for insurance carriers and Fleet Response
• Submit and manage claims while advocating for Tsunami’s operational interests
• Support insurance-related reporting, compliance, and documentation requests

Asset Protection & Investigations

• Conduct investigations involving theft, shrink, policy violations, and operational concerns
• Document findings thoroughly and provide recommendations to leadership
• Support proactive loss prevention initiatives across the portfolio

Safety & Risk Management

• Monitor severe weather and operational risks across all markets
• Communicate risk alerts and response guidance to field and executive leadership
• Partner with Operations, HR, and Learning & Development to implement safety programs, de-escalation training, evacuation procedures, and site safety protocols

Reporting & Compliance

• Maintain organized records of claims, injuries, investigations, and safety incidents
• Deliver weekly reporting to SLT/ELT on trends, open claims, cycle times, and operational risk exposure
• Identify recurring issues and recommend operational improvements

What You Bring:

• Experience in claims management, risk management, safety, asset protection, loss prevention, or investigations
• Multi-site retail, automotive, hospitality, or service-industry experience preferred
• Strong investigative instincts and the ability to make confident, defensible decisions
• Exceptional written communication and documentation skills
• Professionalism and empathy when working with upset customers or injured employees
• Strong organizational skills with consistent follow-through and attention to detail
• Ability to operate independently in a fast-paced remote environment
• Comfort collaborating cross-functionally with Operations, HR, Legal, and executive leadership

What We Offer:

• Competitive base salary plus bonus opportunities
• Health, dental, and vision insurance
• Paid time off
• Employee discounts
• Paid training and professional development opportunities
• Growth opportunities within a rapidly expanding company
• A strong culture built on accountability, teamwork, and doing right by our people

Travel & Schedule:

This is a primarily remote role with approximately 25–30% travel for site visits, investigations, safety initiatives, and field engagement.

Some travel may be time-sensitive in response to active incidents or significant operational events. Flexibility and responsiveness are important components of this role.

About Tsunami Express

At Tsunami Express, we’re committed to creating an experience so seamless and satisfying that it becomes our customers’ favorite errand.

Our teams combine people, technology, and operational excellence to deliver a fast, friendly, and memorable experience at every location. As we continue to grow, we remain focused on building a culture centered on accountability, innovation, safety, and teamwork.

Our Values: Fun • Helpful • Pioneering • Accountable • Together