Senior Claims Process Owner

Description

This role will support the USRM Claims Special Investigations Unit and is critical to helping SIU in our pursuit of Best in Class. This position owns the SIU Major Case value stream, extending from sourcing new cases via models and intelligence to supporting effective case and related claim investigations. The person is responsible for delivering large scale projects in our financial plan and is a thought leader helping shape our sourcing and investigation strategies. Experience in claims handling and leadership is required, along with 3+ years' experience in a Process/Project Management role.

Own and manage processes deployed within the Claims organization that drive operational excellence and create competitive advantage for Liberty Mutual. Acts as a change champion to define and build for the future with a focus on achieving a balance between loss, expense, employee, and customer needs. Creates best in class customer experiences while maintaining an eye on efficiency and loss accuracy. At this level, has accountability and ownership for high complexity end to end process or process steps. Drives strategy and improvements within segment or process, coordinating across more junior owners and specialists. Applies big picture thinking and a high degree of independence in execution.


Responsibilities:

• Fully owns and is accountable for delivering results and strategy for end-to-end complex process or multiple process steps to drive to a best-in-class state.
• Has a high degree of understanding of technical content and business knowledge in all relevant business /claim process areas.
• Demonstrates advanced structured problem-solving skills and systems thinking to identify root causes and develops understanding of systemwide impact to claims processes/performance.
• Leverages data to drive decision making and develops other alternative approaches in the absence of data to inform direction / quality of solution while understanding process performance at a granular level through a combination of a deep insight into metrics and process observations.
• Develops high quality solutions informed by multiple perspectives and drives alignment around the approach to develop and deliver the solution to have an impact across all impacted phases of a claims process.
• Understands and communicates business risks effectively and develops mitigation plans to reduce risks.
• Proactively assesses the operational health of the end-to-end process or process steps, including competitive positing/benchmarking, and develops action plans to address gaps/opportunities as needed.
• Prioritizes work and plans effectively for high complexity operational change management and implementation of designed solutions within one or more end to end workflows or core processes.
• Implements solutions across the field organization with managerial direction.
• Owns and leverages relationships to influence decision making at varying levels of the business operation to problem solve and resolve conflicts.
• Demonstrate strong strategic thinking and simplifies issues that are complex to improve understanding for others.
• Independently and expertly develops process maps for their processes, leveraging technical process mapping tools and strategically communicates findings/monitoring results to stakeholders.

Qualifications
Qualifications:

• Demonstrates superior claims/process knowledge/experience
• Superior business operations knowledge to include understanding the functions value chain and market conditions </li><li> Displays a solid understanding of Claims strategy </li><li> Proven ability to design a strategic roadmap for the processes owned that is in full alignment with the LOBs vision and the functional strategy
• Strong ability to adapt and address unique challenges in collaborative and creative ways
• Fully proficient at managing the life cycle of projects and/or process changes of high degree of complexity
• Advanced presentation, communication, organizational, influencing, and relationship management skills
• Demonstrated advanced change management leader, driving change initiatives while establishing and maintaining effective relationships
• Superior research, problem solving, analytical, and critical thinking skills
• Knowledge of available data sources/elements and associated strengths and shortcomings
• Ability to articulate process components into the data to guide analytics
• Competencies typically acquired through a bachelor`s degree or equivalent experience
• Advanced degree preferred
• In addition, a minimum of 12 years of advanced leadership in claims process, operations, or project management
• Similar experience in a field directly related to the applicable process would be considered
• Proven change leader with significant years (5+) of operational (leadership/management), process, and/or project management experience

About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

• California

• Los Angeles Incorporated

• Los Angeles Unincorporated

• Philadelphia

• San Francisco

Client-provided location(s): Flexible / Remote

Job ID: liberty_mutual-2026-74078-en_1

Employment Type: OTHER

Posted: 2026-02-27T19:34:34