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 many moving pieces on track. If you want a role where your influence spans strategy, people, and execution, this is it.

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.

• 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.

• Demonstrate superior claims/process knowledge and experience.
• Superior business operations knowledge, including understanding the function’s value chain and market conditions, and an advanced understanding of the function’s strategy.
• Advanced ability to design a strategic roadmap aligned 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 leadership, 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.
• Minimum of 10 years of experience in claims process, operations, or project management.
• Similar experience in a directly related field considered.
• Minimum of 2 years of experience working in an effective leadership and/or management capacity.

Pay Philosophy:
The typical starting salary range for this role…