Claims Supervisor - Quality Improvement Lab

About the Role

The Quality Improvement Claims Supervisor leads claims systems and teams for Mactac, ensuring customer issues are promptly resolved with continuous improvement actions. This role supports continuous improvement projects with data and insights, enhances claims system effectiveness, and supports Operations-owned quality execution.

Responsibilities

• Supervise and manage Claims Analysts.
• Oversee the claims management system and process, ensuring efficiency and customer responsiveness.
• Organize the handling of claims samples and QIL lab reports; use authority to resolve claims; and process credits and return authorizations.
• Build strong customer relationships; coordinate sales and technical communication; and manage special customer requirements.
• Participate in customer Quality Audits at manufacturing facilities.
• Improve claims user experience, cycle time, and data quality.
• Use claims as a product quality feedback loop with actionable outcomes.
• Support enterprise trend analysis across claims and lab data through preparation of Claims Reports and internal quality metrics.
• Develop and maintain dashboards to identify emerging product and systemic quality risks.
• Lead prioritized improvement projects based on risk and impact.
• Utilize the Quality Alert process as an enterprise early-warning system.
• Lead cross-functional Quality Alert responses focused on containment, stabilization, and systemic resolution.
• Ensure executive visibility and structured communication during escalations.
• Partner with Operations Quality to establish corporate quality standards, methods, and measurement systems that drive product quality.
• Champion roll-out and adoption of the Quality Claims Management System to traditional E2000 sites.

Requirements

• Undergraduate degree or High School Diploma with 7+ years of relevant experience.
• Experience in Quality, R&D, Sales, Customer Service, Supply Chain, Operations, or other relevant manufacturing- or customer-facing roles.
• Trend and data analysis experience is required.
• People management experience is preferred.
• Proficiency in statistical software, such as Minitab, is preferred.
• Experience in both customer-facing and manufacturing-facing roles is preferred.
• Experience in Labels, Tapes, Adhesives, Continuous Manufacturing Processes, Roll to Roll manufacturing, or Coatings is preferred.

Physical Requirements

• Works in an office, lab, and manufacturing environment.
• Flexible hours may be required to accommodate meetings, trainings, etc.
• Prescribed personal protective equipment (PPE) is mandatory in all laboratory and manufacturing areas.
• Ability to lift up to 50 lbs.

Location & Travel

This role is based in Stow, OH. Up to 30% travel may be required to visit employees in other locations. Relocation assistance is not provided. Work authorization in the US is required.

About the Company

For over 60 years, Mactac has been a leader in the pressure-sensitive adhesive (PSA) industry, offering a full range of adhesive solutions, including acrylic, rubber, hot melt, solvent, emulsion, and UV technologies. As a vertically integrated company with six specialized divisions, Mactac serves diverse markets such as label printing, packaging, retail display, automotive, medical devices, and more. Built on a foundation of innovation, integrity, and reliability, Mactac delivers world-class technology and customer service.