Claims Director

Position Summary

The Claims Director leads the Claims Department and oversees the investigation, evaluation, negotiation, and resolution of cargo, property damage, and related claims. This role provides strategic leadership for claims operations, team performance, process improvement, and complex claim resolution while partnering with internal and external stakeholders to minimize risk, maximize recovery opportunities, and ensure exceptional customer service.

Key Responsibilities

• Lead and oversee the Claims Department, including Claims Managers, Specialists, Analysts, and other assigned personnel
• Manage the investigation, evaluation, negotiation, and resolution of cargo, property damage, and related claims, serving as the primary escalation point for complex, high-value, or sensitive matters
• Review and analyze contracts, bills of lading, invoices, insurance policies, carrier agreements, claim documentation, and supporting records to evaluate liability, contractual obligations, coverage, recovery opportunities, settlement strategies, and business risk
• Approve claim settlements and denials within authority limits and coordinate escalations as necessary
• Negotiate with carriers, customers, brokers, insurers, inspectors, and vendors to achieve timely, cost-effective claim resolutions
• Ensure accurate claim documentation, reporting, file maintenance, status tracking, and recordkeeping while monitoring claim aging, workload distribution, exposures, recoveries, trends, and departmental performance metrics
• Develop and maintain claims reporting, dashboards, analytics, KPIs, and operational insights for leadership while identifying trends related to cargo loss, shortages, damages, carrier performance, customer disputes, documentation gaps, and claim outcomes
• Implement process improvements to reduce claim exposure, strengthen documentation, improve recoveries, and increase operational efficiency
• Develop and maintain claims policies, procedures, training materials, best practices, and standard operating procedures
• Partner with Sales, Operations, Legal, Finance, and leadership to resolve claims issues, improve business processes, and support cargo protection, claims prevention, and risk mitigation initiatives
• Hire, train, coach, mentor, and develop Claims Department employees while managing performance, workload allocation, accountability, and succession planning
• Maintain a professional, customer-focused, and business-minded approach while protecting and promoting the company's reputation
• Perform other duties as assigned

Education & Experience

• High school diploma or GED required
• Bachelor’s degree in Business, Risk Management, Insurance, Logistics, Supply Chain, Legal Studies, or a related field preferred
• Ten (10) or more years of cargo claims, transportation claims, logistics, freight brokerage, motor carrier, insurance, or related claims experience required
• Advanced experience handling complex, high-value, escalated, or sensitive cargo and property damage claims required
• Three (3) or more years of leadership experience managing claims professionals required; five (5) or more years preferred
• Experience developing claims reporting, analytics, dashboards, KPIs, and operational recommendations required
• Experience using claims management systems, transportation management systems, ERP systems, or related business software required
• Experience working cross-functionally with Legal, Sales, Operations, Finance, insurance representatives, carriers, and customers preferred

Core Competencies

• Claims leadership and team development
• Claims investigation, resolution, and risk assessment
• Strategic decision-making and negotiation
• Reporting, analytics, and process improvement
• Customer relationship Management
• Communication, collaboration, and organizational leadership

Mega Awesome Perks

• Medical, dental, vision, and life and disability insurance
• 401(K) matching
• Birthday celebrations
• Health and wellness initiative including gym membership
• Annual parties
• PTO and Flex holidays
• Company sponsored outings

Compensation Range

$125,000 - $150,000

Physical & Cognitive Requirements

• Ability to see, hear, and communicate clearly
• Ability to use hands and fingers for computer, phone, and clerical tasks
• Ability to work at a computer workstation for extended periods
• Ability to travel occasionally as business needs require
• Reading comprehension of complex contracts, claims files, and legal documents
• Strong analytical thinking and problem-solving abilities
• Judgment and decision-making skills
• Written and verbal communication skills
• Ability to manage multiple priorities and deadlines
• Attention to detail and accuracy
• Ability to interpret financial information, contractual obligations, and operational data

Work Environment

Office-based position

Works independently and collaboratively with others

Frequent communication with employees, customers, carriers, insurance representatives, legal counsel, and executive leadership

Use of claims management systems, transportation management systems, reporting tools, and standard office equipment

Fast-paced environment requiring effective prioritization and decision-making.

Confidentiality

Employees may access confidential information (e.g., customer data, pricing, operations, financials, systems) and must not use or share it outside their job duties without authorization. Violations may result in disciplinary action, up to termination.