Manager - Guest Claims (Disney Cruise Line)

Disney Cruise Line; Celebration (FL); On-site; USD 112,000 - 150,000; Full time

Benefits offered by this job

Bonus potential

Career development

Job summary

Disney Cruise Line is seeking a Manager, Claims to lead a team of Claims Representatives handling guest and crew claims. The role emphasizes customer service, brand management, and training for onboarding adjusters. Occasional after-hours on-call may be required.

Responsibilities include coaching, aligning with Marine Claims leadership, onboarding new staff, and maintaining strong stakeholder relationships across shoreside and shipboard operations.

Qualifications

• Bachelor's degree in Business, Risk Management, or related field, or equivalent experience.
• 3+ years of leadership experience in claims or risk management.
• Proven ability to coach and develop staff.
• Strong collaboration with cross-functional partners.

Responsibilities

• Lead and coach crew and guest claims adjusters.
• Collaborate with Marine Claims leadership to meet dept. goals.
• Onboard/train new Claims Representatives.
• Maintain relationships with stakeholders across shoreside and shipboard.
• Oversee investigations including bodily injury, property damage and subrogation.

Skills

Leadership

Claims handling

Negotiation

Communication

Organizational skills

Education

Bachelor's degree or equivalent

Tools

Business Objects

SeaWare

Seacare

Fidelio

DCLIMS CARS

Job description

Job Requirements

The Manager, Claims (Disney Cruise Line) will provide strategic leadership to a team of Claims Representatives responsible for handline claims for Guest and Crew Members. This is a highly collaborative role that requires outstanding customer service with an understanding of the importance of brand management. The role will also have training and development responsibilities for onboarding Claims Adjusters. Candidates must be willing to have periodic on-call responsibilities, which in some cases will necessitate responding to incidents after hours.

What You Will Do

Provide leadership for a team of Crew and Guest Claims Adjusters as part of the Disney Cruise Line Marine Claims Team while partnering closely with other Managers to ensure a consistent approach to claims handling. The ideal candidate is a team player who excels in their individual responsibilities; fosters team growth; provides business user support; and actively collaborates with partners.

Major Areas Of Responsibilities Will Include

• Lead, support, and coach Claims Adjusters
• Collaborate with Marine Claims leadership to set, implement and achieve department goals and strategies
• Onboard and train new Claims Representatives
• Foster and maintain positive relationships with key stakeholders including operational partners both shoreside and shipboard, excess carrier, Legal, and Security
• Oversight of investigations, including crew medical sign off claims, liability of bodily injury, property damage, and subrogation claims
• Review of claim files in accordance with department operating guidelines, with focus for timeliness, accuracy, and action-planning that will bring files to successful and cost-effective resolution
• Partner with the Legal Department in review of lawsuits / arbitration
• Chair specific project teams which focus on the execution of key business objectives for the Marine Claims team
• Maintain Operating Guidelines for the team, including coordination with Guest Claims and Crew Claims teams to ensure seamless processes amongst the teams

Required Qualifications & Skills

• Florida 520 or 620 All-Lines Adjusters’ License with the State of Florida in good standing
• 3+ years of experience leading a team of professionals.
• Demonstrated ability to effectively lead a team, providing training, support, development and coaching
• Ability to manage high level of complexity with degree of independence, balancing the need for collaboration with minimal supervision.
• Capable of working under deadline pressures while handling multiple priorities, with strong organizational skills and attention to detail.
• Proficient at reviewing and understanding business challenges with goal of recommending best practices and process improvements.
• Appropriately influence business results through negotiation, persuasion and personal presence.
• Foster and maintain positive relationships with key stakeholders, partners, vendors, and regulatory agencies.
• Demonstrated ability to work in a paperless claims environment.
• Ability to handle confidential information.
• Effective communicator for difficult concepts and capable of negotiating with others that have different points of view.
• Proven ability to manage conflict, and the courage to challenge organizational thinking.
• Ability to interface effectively at all levels in the company.

Preferred Qualifications & Skills

• Demonstrated knowledge and familiarity with Business Objects or related reporting software
• Understanding of business specific systems such as SeaWare, Seacare, Fidelio, DCLIMS CARS, etc.

Education

• Bachelor’s Degree in Business, Risk Management, or related field, or equivalent experience

Disclaimer

PAY TRANSPARENCY

The hiring range for this position in Celebration, FL is $111,700 to $149,700 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

This position is with Magical Cruise Company, Limited, which is part of a business we call Disney Cruise Line.

Magical Cruise Company, Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.