Senior Director, APD Claims Quality Improvement

We are seeking a dynamic and experienced leader to oversee the Quality program for U.S. Retail Markets (USRM) Auto Physical Damage (APD) Claims and Subrogation. In this critical role, you will be responsible for managing and advancing a robust quality system designed to enhance claim handling processes, ensure accuracy, and deliver exceptional outcomes. Your leadership will drive continuous improvement initiatives that elevate service standards and promote operational excellence across the organization.

There is an-office requirement if you live within 50 miles of one of these locations as follows and preference will be given to candidates within hubs:

Plano, TX,

Westborough, MA

Warrenville, IL

Indianapolis, IN

Orlando, FL

Marlton, NJ 

Boston, MA

Responsibilities

• Lead the quality improvement program for USRM APD Claims and Subro. Enable the business to deliver best-in-class performance and results for personal lines and small commercial segments across a balance of loss control, expense, and customer service indicators.
• Manage and execute quality strategies that deliver business insights and drive operational improvements. Provide fact-based, data-driven assessments of organizational health, operational performance factors, key business risks (both longstanding and emerging), calibration, and effectiveness/impacts of continuous improvement efforts.
• Innovate and execute breakthrough approaches to drive operational excellence and improve consistency of claims business outcomes. Improve exception- and risk-based claims handling, leveraging predictive modeling, advanced data mining, process enhancements, and emerging technologies that improve quality and overall operating results.
• Provide leadership-level subject matter expertise in property claims handling and strategic quality improvement. Support and influence senior business leadership on opportunities to improve accuracy, service, ease, and speed across and beyond the USRM Claims organization
• Manage a 20 to 25-person, multi-layered team of property claims quality practitioners. Set clear performance expectations, deliver continuous feedback and coaching, and oversee selection of top talent. Understand and apply tools and practices to reinforce behaviors that create a culture of equity, inclusion, excellence, accountability, resilience, and growth mindset within teams.
• Leverage and strengthen partnerships across different functional areas of Liberty Mutual to drive results. Partner closely with Claims Field, Process, Operations, Analytics, Training/Knowledge, and other teams to analyze and improve claims & service quality and to continuously improve the QI program itself. Provide guidance, leadership, and/or analytical support for relevant strategic initiatives and special projects to help improve performance of people, processes, and infrastructure.

Preferred Qualifications:

• Technical knowledge/experience of auto claims, policies, and coverages
• Prior work experience in Quality or other related business improvement function
• Proven track record of getting/driving results
• Outstanding partnership and influence capabilities
• Past leadership experience, of both individual contributors and other leaders

• Bachelors degree plus 10+ years of progressively more responsible work experience, preferably in insurance
• MBA and/or CPCU preferred
• Advanced analytical and problem solving skills
• Advanced knowledge of systems
• Outstanding skill in using a variety of analytical software to facilitate analysis
• Knowledge of claims operations
• Superior communication and project management skills
• Exceptional influencing skills to lead projects with participants who are not directly managed by incumbent