Director II, Claims Process

Description

As a Director II, Claims Process, you will be leading governance and investment prioritization for Claims and Service, shaping which initiatives get resourced and why. That takes real fluency in claims and operations, a strategic eye, and the judgment to navigate ambiguity when priorities compete and the answer isn't obvious. You'll work daily across business, technology, finance, analytics, and actuarial, bringing distinct perspectives into alignment and building the kind of trust that makes change stick. You’ll lead a PMO team through a genuinely broad portfolio, developing people while keeping a lot of moving pieces on track. If you want a role where your influence spans strategy, people, and execution, this is it.

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

Candidates who live within 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; Columbus, OH; or Plano, TX will follow a hybrid schedule, coming into the office two days per week. Otherwise, this role is remote.

Key Responsibilities:

Lead PMO vision, strategy, and execution for the Claims & Service organization, ensuring project delivery, coordination, and operational excellence across the team’s portfolio.

Own Governance and drive execution discipline across initiatives, including prioritization, initiative monitoring, escalation management, and leadership reporting. Partner with business and technical leaders to align priorities and remove barriers to success.

Oversee C&S investment prioritization and help shape decision-making across competing business demands, balancing value, feasibility, timing, and resource constraints.

Serve as process owner and leadership lead for Business Continuity Planning, including activation readiness, process coordination, and communication with senior leadership during disruptions.

Lead and support the RAIC intake process, working closely with C&S Insights & Solutions leadership and other stakeholders to clarify expectations, improve alignment, and ensure effective workflow management.

Provide visibility and decision support through reporting and dashboards, including portfolio monitoring, intake reporting, annual planning, and leadership-ready status updates.

Drive change management and stakeholder communication for strategic initiatives, ensuring clear messaging, timely updates, and strong adoption across impacted teams.

Support annual planning including coordination of input gathering, monitoring, analytics partnership, and submission readiness.

Build strong partnerships across Claims, Service, Finance, Analytics, Actuarial, Technology, and leadership teams to support execution of enterprise and department priorities.

Coach and develop PMO team members by setting direction, aligning ownership, and helping the team execute against a broad portfolio of work.

Qualifications

Demonstrate superior claims/process knowledge/experience

Superior business operations knowledge to include understanding the function`s value chain and market conditions Displays an advanced understanding of the function`s strategy (ie Claims) strategy

Advanced ability to design a strategic roadmap that is in full alignment with the LOB`s vision and the functional strategy

Advanced 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 10 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 2 years of experience working in an effective leadership and/or management capacity

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits

Fair Chance Notices

California

Los Angeles Incorporated

Los Angeles Unincorporated

Philadelphia

San Francisco