Claims Operations Leader — AI-Driven & People-Centric

DoorDash, Inc.; United States; Hybrid; USD 110,000 - 162,000; Full time

Job summary

DoorDash, Inc. is seeking an Insurance Claims Supervisor to guide frontline operations and drive high-quality claims handling. You will coach a team of Claims Specialists, allocate work, and ensure efficient, compliant processing while leveraging AI-enabled workflows.

You will collaborate across Legal, Global Support, Merchant Support, Engineering, Product, and Data Science to operationalize improvements, manage performance, and deliver excellent customer experiences.

Qualifications

• 4+ years handling complex bodily injury or property claims or working within a complex insurance operations setting, demonstrating growing responsibility for driving cross-functional initiatives or process enhancements.
• 1+ years of direct people management experience, including coaching, performance management, and team development.
• Experience leading or supporting AI, automation, digital transformation, or technology-enabled operational improvements is strongly preferred.
• Experience partnering with Engineering, Product, Data Science, and Operations teams.
• Strong analytical and data-driven decision-making skills.
• Executive communication and stakeholder management.
• Experience building scalable operational processes and governance models.

Responsibilities

• Lead, coach, and develop a high-performing team through clear expectations, tailored development plans, and timely performance feedback.
• Direct daily claims operations by prioritizing and allocating work, monitoring quality, productivity, and capacity, and removing barriers to timely resolution.
• Provide hands-on guidance and quality oversight for complex and escalated matters, identify root causes and handling risks, and drive appropriate corrective action.
• Lead your team’s adoption of new workflows, automation, and AI-enabled tools; partner with Engineering, Product, and Data Science to test, refine, and implement improvements.
• Use team performance data and frontline insights to improve quality, efficiency, customer experience, and consistency in handling.
• Partner with carriers, TPAs, Legal, and support teams to resolve high-priority escalations, address service issues, and improve claim outcomes.
• Foster a culture of accountability, continuous learning, operational excellence, and thoughtful change management.

Skills

People leadership

Stakeholder management

Analytical skills

Executive communication

Cross-functional collaboration

Job description

DoorDash, Inc. is seeking an Insurance Claims Supervisor to guide frontline operations and drive high-quality claims handling. You will coach a team of Claims Specialists, allocate work, and ensure efficient, compliant processing while leveraging AI-enabled workflows.

You will collaborate across Legal, Global Support, Merchant Support, Engineering, Product, and Data Science to operationalize improvements, manage performance, and deliver excellent customer experiences.