Vice President, Auto Claims

Role Overview

• Develop and communicate the vision, strategy, and operating model for the Auto Claims team aligned to overall enterprise objectives
• Define and continuously refine segmentation criteria (severity, complexity, coverage, exposure)
• Lead annual and multiyear planning for the Auto segment, identifying initiatives related to digital intake, triage, fast‑track programs, staffing, and process improvements
• Ensure all Auto Claims activities are performed in accordance with company guidelines and regulatory requirements across all applicable jurisdictions
• Design, standardize, and continuously improve end-to-end workflows for: Initial claim intake and early investigation
• Champion the use of technology, AI, analytics, and digital tools (e.g., digital FNOL, photo apps, workflow and triage engines, dashboards) to improve speed, accuracy, and the customer experience
• Drive a culture that leverages data analysis to make better decisions at the leader and frontline level
• Lead, coach, and develop Auto Claims leaders and team members, creating a high performing, highly engaged organization
• Establish clear expectations for claims handling behaviors, customer empathy, cycle time, quality, and escalation/transfer decisions
• Build robust talent pipelines and career paths, including development opportunities that prepare team members for progression into Claims Examiner and leadership roles
• Promote a culture of accountability, inclusion, and continuous improvement, with regular feedback, recognition, and development conversations
• Effectively lead a remote workforce, ensuring strong communication, performance management, and change adoption across locations
• Partner with Auto Claims Examiner leadership to align segmentation rules, handoff standards, and performance targets, ensuring a seamless customer and employee experience across the claim lifecycle
• Collaborate with Product and Underwriting to share insights from early lifecycle claims (e.g., loss trends, coverage issues, fraud indicators, emerging risks) that inform product and pricing decisions
• Identify and mitigate operational risks related to early lifecycle handling, including service breakdowns, regulatory/compliance risk, and process gaps

Requirements

• Bachelor’s degree required; advanced degree preferred and/or relevant industry designations
• 15+ years of progressive auto property/casualty claims experience, with strong exposure to early lifecycle handling, material damage, and less complex injury/property claims
• 10+ years of leadership experience managing sizeable claims operations and people leaders, preferably including segmented or tiered claims organizations (e.g., fast‑track, express, or early resolution units)
• Demonstrated experience collaborating with senior Claims leaders and cross‑functional partners to execute strategy and drive measurable performance improvement.
• Proven strategic and operational leadership skills, with the ability to design, communicate, and execute an operating model for your segment
• Strong people leadership and coaching capability; builds high performing teams, drives accountability, and maintains high engagement
• Deep understanding of auto claims best practices, particularly in early investigation, material damage, and fast-track claims handling
• Demonstrated ability to use data and analytics to diagnose issues, set targets, and manage performance at the leader and frontline level
• Demonstrated experience identifying, implementing, and optimizing AI and automation solutions within insurance/claims (e.g., triage models, fraud detection, document ingestion, decision support tools, generative AI for adjuster support), with appropriate governance, risk management, and measurable business outcomes
• Excellent 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 strong discipline around communication, performance measures, and change management

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• 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