Director, Claims

About the role

AAA Life is seeking an ambitious, curious leader to become the Director of Claims on the Enterprise Operations Team. This role provides strategic leadership for AAA Life's Claims organization, overseeing claims operations while driving operational excellence, digital transformation, analytics, automation, and customer experience. The Director will ensure accurate, timely, empathetic, and compliant claims adjudication while leveraging technology and data to modernize operations and support enterprise growth.

AAA Life is on a mission to double in size and become one of the largest providers in the U.S. This role will help drive the biggest change in the company’s history by boldly embracing innovation and technology to deliver on our mission of serving as many people as possible.

Responsibilities

• Develop and execute the strategic vision for the Life Claims organization aligned to enterprise objectives.
• Lead all aspects of life insurance claims operations ensuring timely, accurate, empathetic, and compliant adjudication.
• Establish and monitor KPIs including turnaround time, quality, productivity, customer satisfaction, compliance, and financial outcomes.
• Build a data-driven claims organization using dashboards, predictive analytics, executive reporting, and workforce forecasting.
• Lead automation initiatives including workflow automation, RPA, AI-enabled document processing, intelligent routing, and digital claims capabilities.
• Partner with Technology, Data & Analytics, Underwriting, Actuarial, Compliance, Legal, Finance, and Customer Experience teams.
• Drive Lean continuous improvement and process redesign initiatives.
• Oversee complex claims, litigation, appeals, fraud, and escalated customer matters.
• Manage claims budgets, technology investments, and vendor relationships.
• Develop high-performing leaders through coaching, succession planning, and performance management.

Core Competencies

• Strategic Leadership
• Operational Excellence
• Claims Analytics & Business Intelligence
• Data-Driven Decision Making
• Digital Transformation
• Process Automation & AI Enablement
• Regulatory & Risk Management
• Financial Stewardship
• Customer Experience Leadership
• Cross-functional Collaboration
• Talent Development
• Continuous Improvement

Qualifications

Basic Qualifications:

• Bachelor’s degree in Business, Insurance, Finance, Risk Management or related field.
• 10+ years of progressive life insurance claims experience.
• 7+ years leading managers and operational teams.
• Experience managing claims operations in a regulated insurance environment.
• Experience developing operational dashboards, KPIs, and executive reporting.
• Experience leading enterprise transformation or operational improvement initiatives.

Preferred Qualifications:

• Master's degree (MBA or related).
• FLMI, ACS, AALU, ALHC or similar insurance designation.
• Experience implementing workflow automation, RPA, AI, OCR, or intelligent document processing.
• Strong experience with Power BI, Tableau, SQL, Snowflake, or comparable BI tools.
• Lean Six Sigma certification or equivalent process improvement experience.
• Experience with claims platform modernization and vendor management.

Benefits

• Hybrid work environment that promotes work-life balance.
• Comprehensive medical, dental, and vision coverage starting from your first day.
• Employer 401k match and employer contribution to a pension plan.
• Generous PTO and paid parental leave to support your family needs.
• Various associate resource groups and community involvement initiatives.

Schedule

Hybrid work solution.

Additional Information

Relocation eligibility is available for this position.

AAA Life Insurance Company does not offer immigration sponsorship for this position, including visa types such as H-1B, TN, and STEM OPT.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and talk or hear. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodation will be provided for otherwise qualified applicants as needed.