The posting
How You'll Make an Impact
Do you know how to move claims forward, challenge reserves, coordinate return-to-work efforts, and identify opportunities to reduce claim lifecycle costs? As the Claims Operations Manager, you will own the day-to-day administration and strategic handling of U.S. claims across workers' compensation and casualty lines, including auto, general liability, property, and cargo/logistics. Reporting to the Associate General Counsel, you will serve as the first-line decision owner for routine and mid-level matters, partner closely with Safety, HR, Operations, Finance, insurers, third-party administrators (TPAs), and brokers, and escalate material legal, coverage, financial, or reputational risk as appropriate.
Work Location:Remote within the Northeast, Mid-Atlantic, or Philadelphia area specifically would be ideal. We are looking to hire for this position with a start date 1/2027.
Travel Requirements: Up to 20% company paid for travel (once per quarter)
Work Schedule:M-F 8AM-5PM
Compensation: $70,000 - $80,000 per year based on individual experience plus a yearly performance-based bonus, along with comprehensive benefits, including medical, dental, and vision insurance, a 401(k) with company matching, generous PTO, sick time, and company holidays.
This position is not eligible for immigration sponsorship.
What You'll Own
- Own day-to-day management of the U.S. non-litigated claims portfolio, including workers' compensation, auto liability, general liability, property, cargo/logistics, and other assigned insured or retained losses.
- Triage new incidents and claims, ensure timely and accurate reporting, preserve evidence, confirm required notices, and determine the appropriate handling pathway under company procedures and insurance programs.
- Serve as the first-line decision owner for routine and mid-level claims within delegated authority and promptly escalate severe injuries, fatalities, significant exposures, litigation, coverage disputes, large reserve or settlement issues, and other material or precedent-setting matters to the Associate General Counsel.
- Manage carrier, TPA, broker, and vendor performance through clear expectations, regular file reviews, disciplined follow-up, service-level accountability, and escalation of responsiveness or quality issues.
- Drive workers' compensation outcomes through active oversight of compensability, treatment, nurse case management, independent medical examinations, wage information, restrictions, modified duty, lost-time status, and return-to-work planning.
- Partner with site HR, Safety, and Operations to obtain complete claim information, document transitional-duty opportunities, address barriers to return to work, and escalate repeated site-level gaps.
- Review reserves, incurred values, medical and indemnity development, litigation posture, and aging; challenge unsupported reserve changes and identify opportunities for earlier resolution or closure.
- Develop settlement evaluations and recommendations, coordinate negotiations with adjusters and counsel, and obtain required approvals for settlements outside delegated authority.
- Manage non-workers' compensation casualty claims by evaluating coverage, deductibles, reportability, liability facts, damages, third-party demands, and appropriate use of insurers, brokers, or direct resolution pathways.
- Identify and pursue subrogation, contribution, reimbursement, salvage, and other recovery opportunities while preserving evidence and applicable rights.
- Monitor reservations of rights, coverage questions, denials, and significant insurer disputes; coordinate with the Insurance/Risk Manager and escalate material coverage issues to Legal.
- Maintain complete, accurate, and timely claim records in the company's claims management systems, including diaries, status notes, reserves, litigation indicators, settlement data, and closure documentation.
- Produce recurring dashboards and claim reviews covering frequency, severity, reserve movement, aging, closure, litigation, return-to-work performance, carrier/TPA performance, and emerging trends for Legal, Safety, HR, Finance, and leadership.
- Develop and improve claim-reporting procedures, playbooks, escalation protocols, and training for sites and corporate partners to improve consistency, data quality, and early intervention.
- As needed, support litigated claims with the Associate General Counsel by coordinating claim files, carrier strategy, discovery support, witnesses, deadlines, and implementation of agreed legal strategy.
- Collaborate with the Insurance/Risk Manager, Employment Counsel, Legal Administrator, Safety, HR, Finance, and Operations to create clean handoffs, avoid duplication, and ensure the right matters reach Legal leadership at the right time.
- Perform other duties as assigned.
Physical Requirements & Work Environment
This role regularly requires computer, telephone, virtual-meeting, and document-review work, along with communication and coordination across internal teams and external claims partners. Specific physical requirements, work location, travel expectations, and schedule should be confirmed for the position before posting.
#LI-SALARY
#LI-REMOTE
Skills for Success
- Bachelor's degree in Risk Management, Insurance, Business Administration, Finance, Legal Studies, or a related field.
- 5-8 years of responsible claims experience, including hands-on management of multi-state workers' compensation and casualty claims.
- Experience with large-deductible, self-insured, or other retained-risk programs and managing third-party administrators, carriers, or claims vendors.
- Demonstrated ability to evaluate exposure, reserves, settlement strategy, medical and indemnity drivers, and claim closure opportunities.
- Strong data discipline and experience using claims management systems, loss runs, dashboards, and spreadsheet-based analysis to manage a claims portfolio.
- Strong ownership, judgment, escalation discipline, business acumen, and practical, cost-conscious problem-solving skills.
- Strong analytical skills with reserves, exposure, trends, and claim data, with proactive case management and follow-through on aging claims and unresolved action items.
- Excellent communication, organization, prioritization, and time-management skills, with the ability to influence across HR, Safety, Operations, Finance, external partners, and senior stakeholders in a high-volume, fast-paced environment.
Ways You'll Stand Out
- Experience supporting logistics, warehousing, transportation, distribution, or similarly structured multi-site operations.
- Experience managing auto liability, general liability, property, cargo/logistics, and subrogation or recovery matters in addition to workers' compensation.
- JD, LLM, Associate in Claims (AIC), Associate in Risk Management (ARM), Chartered Property Casualty Underwriter (CPCU), state adjuster license, or another relevant claims/risk credential.
- Experience working directly with brokers, defense counsel, medical case managers, investigators, and carrier or TPA leadership.
Physical Requirements & Work Environment
This role regularly requires computer, telephone, virtual-meeting, and document-review work, along with communication and coordination across internal teams and external claims partners. Specific physical requirements, work location, travel expectations, and schedule should be confirmed for the position before posting.
