Director II - Property Claims Vendor Process

Liberty Mutual Fire Insurance Co.; Boston (MA); On-site; USD 137,000 - 257,000; Full time

Job summary

Liberty Mutual Fire Insurance Co. is seeking a Director II to lead the Property Claims vendor process, overseeing a 90+ vendor network and shaping strategic direction for the claims operation.

The role emphasizes vendor management, process ownership, and cross-functional collaboration with senior leaders across Claims, Legal and Compliance. You will manage a team of managers and ICs, drive performance standards, and partner with Actuarial, Product and Insights teams to translate data into

Qualifications

• Superior claims/process knowledge and experience.
• Ability to design strategic roadmaps aligned with business vision.
• Strong leadership and people development skills.

Responsibilities

• Own the vendor strategy for Property Claims with 90+ vendors.
• Drive innovation by introducing new vendor solutions.
• Map and improve vendor processes and roadmaps.
• Define KPIs and drive improved loss and expense outcomes.
• Hire and develop a high-performing team and foster DEI.

Skills

Vendor management

Process ownership

Problem solving

Leadership

Claims expertise

Relationship & influence

Education

Bachelor's degree or equivalent experience

Job description

Director II - Property Claims Vendor Process

• Job Locations: US-MA-Boston | US-WA-Liberty Lake | US-OH-Columbus | US-IN-Indianapolis | US-TX-Plano | US-FL-Lake Mary
• Position Type: Full-Time
• Job Grade: 19
• Department: 0001-05166 Property I&S_SEP26_x
• Market: US Retail Markets
• Minimum Salary: USD $137,000.00/Yr.
• Maximum Salary: USD $257,000.00/Yr.
• Typical Starting Salary: $163,500 to $202,000
• Internal Application Deadline: 9-29-2026 at 5 pm EST
• Referral Bonus Eligible?: No

Description

Claims Process Manager, Property Claims Vendor Process

About the role:

You'll lead a team responsible for a critical part of the Property Claims operation: the Property Claims vendor network of 90+ partners representing more than $100 million in annual spend and spanning multiple categories including third-party adjusters, mitigation and restoration vendors, ladder assist providers and experts, and others. The Property Claims vendor ecosystem is a critical part of how we deliver on our promise to customers when they need us most.

You'll manage a team of skilled individual contributors while owning the strategy, relationships and performance standards that drive business outcomes for Property Claims. The processes you're responsible for carry a high degree of impact, risk and complexity, and they touch a large number of field employees and external partners. You'll partner closely with senior leaders and cross-functional partners to make sure your strategies support business priorities and are effectively incorporated into the claims operation.

*This position may have in-office requirements twice a week depending on candidate location.*

What you'll do:

• Own the overall vendor strategy for Property Claims and manage relationships across 90+ vendors in categories that include third-party adjusters, mitigation and restoration vendors, ladder assist providers and experts, among others.
• Keep a pulse on the external market and emerging trends, and drive innovation by bringing new vendor solutions and capabilities to the business
• Build and maintain claims handling process maps and improvement roadmaps for your vendor processes, and keep them aligned with internal processes and roadmaps as both evolve.
• Execute strategies that achieve best-in-class claims performance, mitigate business risk and build for the future, including instilling real rigor into vendor contracting and performance management alongside key business partners.
• Identify and sharpen the KPIs that drive Property Claims outcomes, with vendor management and vendor processes as your primary lens.
• Drive measurable improvements in loss and expense outcomes, and elevate the experience for adjusters, customers and external partners through a prioritized portfolio of initiatives.
• Hire, develop and engage a talented, diverse team of managers and individual contributors, guided by our core values and our commitment to DE&I.
• Partner with Claims Process, Claims Field, Operations, Analytics and other teams to evaluate KPIs, industry trends and competitor processes, and turn data and insights into recommendations that improve results and shape best-in-class operating models.
• Work with Actuarial, Product and Insights & Solutions to understand how our claims processes and programs affect loss frequency and severity.
• Support USRM priorities within your areas, and communicate clearly with stakeholders across Claims, Legal and Compliance so opportunities, recommendations and results build genuine buy-in.

Ideal Experience Includes:

• Vendor Management – Skilled in developing vendor strategies, including identifying and incorporating new vendor solutions into business operations, managing vendor relationships and performance, and mitigating business risk.
• Process Ownership Expertise – Demonstrated experience developing and implementing end-to-end claims strategy and processes, particularly for personal lines and small business property insurance.
• Problem-solving Capabilities – Demonstrated excellence in research, problem-solving. analytical thinking, and critical thinking in an ambiguous environment to drive decision making and address complex business challenges.
• Relevant Leadership Experience – Hands‑on leadership experience with a demonstrable track record of developing high performing teams that consistently delivered superior results
• Personal Lines & Small Business Claims Insurance Expertise – Specific and demonstrated superior understanding of claims strategy for personal lines and small business property insurance, with a preference for property‑specific experience.
• Relationship & Influence Skills – Demonstrated ability to build trust, influence without authority, and manage relationships with executive leaders and key cross‑functional business partners and stakeholders across organizational boundaries.

Why This Role:

You'll have the scope to shape the future of Property Claims' vendor strategy, backed by a team that values your judgment and a company that puts people first. We're looking for someone who's ready to bring rigor, curiosity and a builder's mindset to a role where the stakes - and the impact - are real.

Qualifications

• Demonstrate superior claims/process knowledge/experience
• Superior business operations knowledge to include understanding the function`s value chain and market conditions Displays an advanced understanding of the function`s strategy (i.e. Claims) strategy
• Advanced ability to design a strategic roadmap that is in full alignment with the LOB`s vision and the functional strategy
• Advanced ability to adapt and address unique challenges in collaborative and creative ways
• Superior 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
• Strong ability to select, develop, and engage staff, and to foster a collaborative environment
• Knowledge of available data sources/elements and associated strengths and shortcomings
• Advanced understanding of process mapping
• Competencies typically acquired through a bachelor`s degree or equivalent experience
• Advanced degree preferred
• In addition, a minimum of 10 years of experience in claims process, operations, or project management
• Similar experience in a field directly related to the applicable process would be considered
• Minimum of 2 years of experience working in an effective leadership and/or management capacity

Employees may apply for a new role after completing 12 months of employment in their current position.

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines. For country-specific details, please consult your local recruiting / HR team.