Job Locations US-Remote | US-WA-Liberty Lake | US-OH-Columbus | US-MA-Boston | US-TX-Plano | US-FL-Lake Mary

ID

2026-75445

Position Type

Full-Time

Job Grade

20

Department

0001-05166 Property I&S

Market

US Retail Markets

Minimum Salary

USD $137,000.00/Yr.

Maximum Salary

USD $281,000.00/Yr.

Travel

25%

Recruiter

Leah Bumbalough

Internal Application Deadline

4-17-2026

Referral Bonus Eligible?

No

Reporting to the Manager of Property Claims Insights & Solutions, the Senior Director of Claims Process oversees a team of managers and/or individual contributors responsible for a highly complex area spanning multiple areas of the business or ownership of loss and expense initiatives that require a large breadth of managerial oversight.

This leadership role will oversee processes that typically span area(s) of claims with a very high level of impact and risk and significant complexity and support a very large number of field employees within or across lines of business. The role requires thinking in both current year delivery and future (3+ year vision) pipelines to drive best in class claims performance.

This role partners with senior management and cross-functional business partners including Product and Experience/Technology to ensure processes and strategies support business priorities, align with resource allocation, and are value driven. Develops and influences strategy related to work overseen and responsible for establishing, implementing, and managing a claims handling strategy, with the objective of delivering highly competitive claims processes to drive key business outcomes.

*Level of position offered will be based on skills and experience at manager discretion*

**This position may have in-office requirements twice a week depending on candidate location.**

Responsibilities

• Identify and improve key performance indicators (KPIs) for assigned strategies and processes, with process success clearly measurable via KPIs tied to claims outcomes. Assigned processes typically span area(s) of claims with a very high level of impact and risk and significant complexity, and support a very large number of field employees within or across lines of business, relative to other Claims Process managers
• Develop and maintain claims handling process maps for assigned processes and develop claims process improvement roadmaps, continuously striving to align with line of business and cross line of business roadmaps and deliver the USRM claims vision, with Process owners that have subject matter expertise in individual workflows. Must be thinking in both current year delivery and future (3+ year vision) pipelines to drive best in class claims performance
• Drive improved financial loss & expense improvements, as well as improved service experiences for our adjusters and customers, through process improvement plans and a prioritized portfolio of initiatives. Scope is clearly defined, aligned with claims priorities and USRM Claims & Service vision, and aligned with field leadership and enabling functions supporting the teams
• Effectively hire, develop, lead, and engage a team of talented and diverse managers and/or individual contributors by staying true to the company’s core values and high-performing and inclusive culture. Process owners have subject matter expertise in individual workflows
• Partner well with key stakeholders, including other Claims Process and Improvement teams, Claims Field, Operations, Insights & Solutions, Product, and others to develop and evaluate KPIs, industry trends and competitor processes, leverage data and models, and make tactical recommendations to inform and improve operating results and develop best in class processes and operating models. Work closely with Actuarial, Product, Insights & Solutions, Experience/IT and others in analyzing our claims processes and programs and their impact on ACES outcomes.
• Support USRM priorities within assigned process ownership areas
• Clearly communicate with various levels of organization, both within Claims and with key stakeholder groups. Opportunities for improvements, recommendations, outcomes, and results are clear and create buy-in and support

Ideal Experience Includes:

• Process Ownership Expertise – Demonstrated experience developing and implementing end-to-end claims strategy and processes, particularly for personal lines and small business property insurance.
• Problem-solving Capabilities – Demonstrated excellence in research, problem-solving. analytical thinking, and critical thinking in an ambiguous environment to drive decision making and address complex business challenges.
• Relevant Leadership Experience – Hands-on leadership experience with a demonstrable track record of developing high performing teams that consistently delivered superior results
• Personal Lines & Small Business Claims Insurance Expertise – Specific and demonstrated superior understanding of claims strategy for personal lines and small business property insurance, with a preference for property-specific experience.
• Relationship & Influence Skills – Demonstrated ability to build trust, influence without authority, and manage relationships with executive leaders and key cross-functional business partners and stakeholders across organizational boundaries.

• Demonstrate superior claims/process knowledge/experience.
• Superior business operations knowledge to include understanding the function`s value chain and market conditions.
• Displays a superior understanding of the function`s strategy (i.e. Claims) strategy.
• Superior ability to design a strategic roadmap that is in full alignment with the LOB`s vision and the functional strategy.
• Superior ability to adapt and address unique challenges in collaborative and creative ways.
• Superior presentation, communication, organizational, influencing, and relationship management skills.
• Demonstrated advanced change management leader, driving change initiatives while establishing and maintaining effective relationships.
• Superior research, problem solving, analytical, and critical thinking skills.
• Strong ability to select, develop, and engage staff, and to foster a collaborative environment.
• Knowledge of available data sources/elements and associated strengths and shortcomings.
• Advanced understanding of process mapping.
• Competencies typically acquired through a bachelor`s degree or equivalent experience. Advanced degree preferred. In addition, a minimum of 12 years of experience in claims process, operations, or project management. Similar experience in a field directly related to the applicable process would be considered.
• Minimum of 5 years of experience working in an effective leadership and/or management capacity.

Employees may apply for a new role after completing 12 months of employment in their current position.

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