NA Claims Director

Responsibilities

• Lead the North American claims strategy and operating model across the United States, Canada, and Mexico.
• Provide leadership to General Liability and Litigation, Property Damage, Canadian Claims, and supporting claims teams.
• Establish consistent standards for investigation, reserving, escalation, settlement, litigation, subrogation, recovery, and closure.
• Oversee complex, high-exposure, catastrophic, and reputationally significant matters; direct mediation, settlement, and trial-readiness strategy.
• Lead TPA, insurer, defense counsel, investigation vendor, and claims service-provider governance and performance management.
• Monitor frequency, severity, reserve development, litigation, legal spend, inventory aging, closure rates, recoveries, and service outcomes.
• Own claims process and reporting requirements for ServiceNow, Riskonnect, carrier systems, dashboards, and data governance.
• Standardize incident-to-claim workflows and strengthen timely evidence preservation, claimant contact, carrier reporting, and escalation.
• Develop leaders and claims professionals, establish succession plans, and align resources with workload and exposure.
• Partner on insurance renewals, actuarial reviews, loss forecasts, underwriting presentations, and executive reporting.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 10+ years of progressively responsible casualty, automobile, property damage, litigation, or corporate claims experience.
• 5+ years of leadership experience, including responsibility for managers, supervisors, or geographically dispersed teams.
• Experience managing complex, litigated, high-severity, and catastrophic claims and overseeing TPAs, insurers, and defense counsel.
• Strong knowledge of reserving, settlement evaluation, litigation strategy, claims analytics, and financial reporting.
• Demonstrated executive communication, negotiation, change leadership, and cross-functional influence.

Qualifications

• CPCU, ARM, AIC, SCLA, CRM, or comparable professional designation.
• Experience in retail, convenience stores, fuel, trucking, restaurant, grocery, hospitality, or another multi-site business.
• Experience leading claims across the United States, Canada, and Mexico and supporting self-insured or high-retention programs.
• Experience with ServiceNow, Riskonnect, carrier claim systems, actuarial reviews, and casualty renewals.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work requires frequent sitting, standing, walking and use of keyboard/computer.
• Work requires occasional bending, reaching and lifting/moving up to 35 pounds.
• Work is subject to tight deadlines and interruptions can be stressful.
• Travel to store locations as necessary.
• Sit for long periods of time.
• Operate computer keyboard and mouse for data entry.
• View computer monitor.
• Hear and speak via telephone.
• Reach forward and/or overhead.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate at a normal range.
• The lighting will include natural light from the outside as well as fluorescent lighting throughout the work areas.
• Work with minimum direction and periodic supervision.