Director, Claims Triage

Summary

We are looking for a highly capable Claims Triage Director to lead a nationwide triage operation, managing a fast‑paced team responsible for the time‑sensitive intake and accurate routing of workers’ compensation, liability, and property claims. This 100% in‑office position requires working from one of our regional offices. The Director will drive continuous improvement, implement a Large Language Model (LLM) to transform the triage process, oversee budgeting and talent development, and maintain stakeholder relationships.

• Manage a team of 3 Senior Triage Specialists and a Triage Team Lead who manages a team of 4 Triage Specialists responsible for claim intake, assignment, and preliminary information gathering.
• Supervise triage operations for workers’ compensation, liability, inland marine, and property claims across the U.S. and Bermuda, operating 7am–7pm Eastern Time.
• Establish, refine and evolve best‑in‑class triage claim management program operating characteristics, measurement criteria and meaningful metrics benchmarking.
• Drive continuous improvement through initiatives involving employees, processes and technology.
• Lead the implementation of a Large Language Model (LLM) that transforms the team's work, including setting up processes for tracking AI performance, analyzing errors and using feedback to continuously improve quality and reliability.
• Partner with the SVP – Global Claims Operations and key Claims Management to develop plans that achieve efficiencies in claim triage, ensuring rapid and accurate assignment.
• Create and maintain positive working relationships with direct reports, peers, and other claims department managers to add value and meet stakeholders’ needs.
• Manage expenditures for the Triage Department, including budgeting and planning.
• Support the professional claims selection process and retain claims professionals who demonstrate technical expertise, maturity and commitment to excellence and customer service.
• Conduct development reviews and engage direct reports in developmental and skill‑building opportunities; train and mentor staff.
• Serve as a role model, demonstrating belief in Argo Group’s aspiration values and building a value‑based organization focused on long‑term success.

• Minimum 7years claims operations experience, including 4years in a people‑leadership capacity.
• Proven people‑management experience with advanced knowledge of triage claims and process improvement.
• Experience as a claims adjuster is helpful.
• Bachelor’s degree or four additional years of claims operations experience.
• Six Sigma Black Belt certification strongly preferred.
• Experience overseeing design, building, and managing an AI system based on an LLM.
• Ability to create structured prompts, track AI performance, analyze errors, and improve quality and reliability.
• Strong business acumen, customer‑service focus, analytical and presentation skills, and ability to produce expected results.
• Exceptional written and verbal communication skills with the ability to build consensus both internally and externally.
• Fluency in English;
  Spanish language skills considered a plus.
• Independent decision‑maker with sound influence, polished professional conduct and the ability to thrive in a fast‑paced, evolving environment.

• Fluency in Spanish.
• Experience with large‑scale AI implementation and continuous improvement of AI reliability.

• Base salary ranges (geographic):
  Albany and Chicago – $132,294 – $155,856;
  Los Angeles and New York City – $144,126 – $170,136.
• All employees eligible for an annual bonus based on company and individual performance.
• Comprehensive benefits: health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate.

We do not tolerate discrimination or harassment based on any of these characteristics.

Applicants must be legally authorized to work in the United States. At this time we are not able to sponsor or assume sponsorship of employment visas.

Under the Americans with Disabilities Act or similar state or local law, if you wish to discuss reasonable accommodations related to applying for employment, please contact our Benefits Department.