Senior Claims Process Specialist

We are seeking up to three experienced and highly motivated professionals to join the Auto Physical Damage (APD) Insights & Solutions team as a Senior Claims Process Specialist.

This role partners closely with Field Leadership, Claims Operations, Analytics, Vendor Management, Technology, and other enablement partners to improve end-to-end claims performance. Team members are responsible for identifying opportunities, solving complex business problems, implementing process improvements, and delivering measurable results that improve customer experience, operational efficiency, loss accuracy, and expense management.

About the Team

The APD Insights & Solutions team supports process excellence, claims optimization, operational transformation, and business performance improvement across Auto Physical Damage Claims.

Our team works across the claims ecosystem to identify opportunities, simplify processes, improve business performance, and support the successful delivery of organizational priorities. We partner closely with operational leaders and key stakeholders to design and implement solutions that create value for customers, employees, and the business.

Responsibilities

• Lead and support initiatives that improve APD claims processes, operational performance, customer experience, and financial outcomes.
• Utilize data, business insights, process analysis, and structured problem-solving techniques to identify opportunities, evaluate root causes, and develop recommendations.
• Partner with operational leaders and business stakeholders to evaluate challenges, prioritize opportunities, build alignment, and implement solutions.
• Lead cross-functional initiatives involving Claims Operations, Technology, Analytics, Vendor Management, and external partners to improve business performance and deliver sustainable operational results.
• Support the design, implementation, and measurement of process improvements, claims optimization efforts, and operational transformation initiatives.
• Develop presentations, communications, business cases, project plans, process maps, and recommendations for leaders and stakeholders.
• Monitor outcomes and performance metrics to evaluate solution effectiveness and identify additional improvement opportunities.
• Build and maintain strong working relationships across claims and key business partners to support the successful delivery of organizational priorities.

Nice to have:

• Demonstrated ability to interpret data, identify trends, and generate insights that drive performance and process improvements.
• Advanced knowledge of APD claims processes and how they interact across the broader claims ecosystem
• Experience identifying business problems, performing root-cause analysis, implementing solutions, and measuring results.
• Strong written and verbal communication skills, with the ability to influence stakeholders and collaborate effectively across multiple teams.
• Experience leading initiatives, developing project plans, evaluating costs and benefits, and supporting business case development.
• Ability to understand end-to-end workflows and identify opportunities to improve operational performance and customer outcomes.
• Experience leading and coaching front-line employees or leaders is preferred.

Work Arrangement:

This role may have in-office requirements depending on candidate location.

Candidates residing within 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; Columbus, OH; or Plano, TX will follow a hybrid schedule and work from the office two days per week. Candidates outside of these locations will be eligible for a remote work arrangement.