Vice President, Auto Claims

📋 Description

• Develop and articulate the vision, strategy, and operational model for the Auto Claims team, ensuring alignment with broader enterprise objectives.

• Establish and continuously refine segmentation criteria, including severity, complexity, coverage, and exposure.

• Lead the annual and multiyear planning for the Auto segment, identifying initiatives focused on digital intake, triage, fast-track programs, staffing, and process enhancements.

• Ensure that all Auto Claims activities comply with company guidelines and regulatory requirements across all relevant jurisdictions.

• Design, standardize, and consistently improve end-to-end workflows for initial claim intake and early investigation processes.

• Advocate for the integration of technology, AI, analytics, and digital tools (such as digital FNOL, photo applications, workflow and triage engines, and dashboards) to enhance speed, accuracy, and customer experience.

• Foster a culture that utilizes data analysis to facilitate improved decision-making at both leadership and frontline levels.

• Lead, coach, and develop Auto Claims leaders and team members to cultivate a high-performing and highly engaged organization.

• Set clear expectations regarding claims handling behaviors, customer empathy, cycle time, quality, and escalation/transfer decisions.

• Create robust talent pipelines and career pathways, offering development opportunities that prepare team members for advancement into Claims Examiner and leadership roles.

• Encourage a culture of accountability, inclusion, and continuous improvement through regular feedback, recognition, and development discussions.

• Successfully manage a remote workforce, ensuring effective communication, performance management, and adoption of change across various locations.

• Collaborate with Auto Claims Examiner leadership to align segmentation rules, handoff standards, and performance targets, ensuring a seamless experience for both customers and employees throughout the claims lifecycle.

• Work in partnership with Product and Underwriting to gather insights from early lifecycle claims (such as loss trends, coverage issues, fraud indicators, and emerging risks) that inform product and pricing strategies.

• Identify and mitigate operational risks associated with early lifecycle handling, including service breakdowns, regulatory/compliance risks, and process deficiencies.

⛳️ Requirements

• Bachelor's degree required; advanced degree preferred and/or relevant industry designations.

• Over 15 years of progressive experience in auto property/casualty claims, with significant exposure to early lifecycle handling, material damage, and less complex injury/property claims.

• More than 10 years of leadership experience managing substantial claims operations and personnel, ideally within segmented or tiered claims organizations (e.g., fast-track, express, or early resolution units).

• Proven experience collaborating with senior Claims leaders and cross-functional partners to implement strategies and drive tangible performance improvements.

• Demonstrated strategic and operational leadership abilities, with a track record of designing, communicating, and executing an operating model for your segment.

• Strong people leadership and coaching skills; capable of building high-performing teams, fostering accountability, and maintaining high levels of engagement.

• Comprehensive understanding of auto claims best practices, particularly in early investigation, material damage, and fast-track claims handling.

• Proven ability to leverage data and analytics to identify issues, establish targets, and manage performance at both leadership and frontline levels.

• Demonstrated experience in identifying, implementing, and optimizing AI and automation solutions within the insurance/claims sector (e.g., triage models, fraud detection, document ingestion, decision support tools, generative AI for adjuster support), ensuring appropriate governance, risk management, and measurable business outcomes.

• Exceptional verbal and written communication skills, including the ability to influence and align stakeholders across Claims, Product, Underwriting, SIU, Legal, and Technology.

• Comfortable leading in a remote/hybrid, highly distributed environment with a strong emphasis on communication, performance metrics, and change management.

🏝️ Benefits

• Competitive compensation.

• Flexibility to work from anywhere in the United States for most positions.

• Paid time off, including vacation time, sick leave, 9 paid Company holidays, and volunteer hours.

• Incentive bonus programs, with potential for holiday bonuses, referral bonuses, and performance-based bonuses.

• Comprehensive medical, dental, vision, life, and pet insurance.

• 401(k) retirement savings plan with company matching.

• An engaging work environment.

• Opportunities for promotion.

• Education assistance.

• Professional and personal development opportunities.

• Company recognition program.

• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more.