Sr. Litigation & Claims Administrator

PetSmart; Phoenix (AZ); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Pet-friendly office

On-site gym

Cafe on-site

On-site childcare

Volunteer opportunities

Job summary

PetSmart is seeking a senior professional in risk management to oversee liability claims, reserves, and outside counsel coordination from our Phoenix Home Office. The role requires collaboration with the Litigation Attorney and TPA to resolve matters across the United States, Canada and Puerto Rico.

The ideal candidate has 7+ years in insurance, claims, or litigation support, strong communication, and project leadership.

Qualifications

• Bachelor’s degree and at least seven years of relevant experience in liability, insurance, or litigation support.
• Extensive experience with claims, reserve analysis, and litigation support in a corporate setting.
• Strong written and verbal communication and cross-functional collaboration.

Responsibilities

• Coordinate with licensed attorneys to represent PetSmart at mediations and manage settlement discussions.
• Perform early case assessment, damages analysis, and reserve management with stakeholders.
• Direct third-party claims administrators and outside counsel on liability matters.
• Lead discussions on risk controls, processes, and cost-effective risk mitigation.
• Prepare discovery responses, manage document review, and report on litigation portfolio.
• Interface with internal partners and external vendors to support litigation strategies.
• Travel up to 25% as required to support investigations and mediations.

Skills

Communication skills

Project management

Stakeholder management

Attention to detail

Education

Bachelor’s Degree and 7+ years of experience

Tools

Word

PowerPoint

MS Outlook

Excel

Job description

About The Team

Legal & Corporate Affairs team is responsible for safeguarding the company’s reputation, ensuring we are operating with integrity and in line with our strategic initiatives. The Legal team provides high-quality legal services, ensures legal compliance and mitigates risks. The Corporate Communications team works to execute strategic and effective communication efforts that drive brand awareness, preference and reputation with internal and external stakeholders. In addition, the Corporate Social Responsibility & Belonging teams support the company’s environmental and social commitments with a strong focus on pets, people and the planet. The collective team supports the overall success and positive reputation of the company.

About the Location

Collaborative Work Environment: At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote "flex day" (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

About The Job

This position requires broad working knowledge and experience in liability and insurance claim valuation, management, and resolution. The successful candidate should have a proven track record of taking on additional responsibilities typically handled by attorneys, paralegals and insurance claims specialists. This position also regularly facilitates efficiencies to streamline and improve business and department processes.

The position, which is part of the Risk Management Department, is responsible for directing work of outside vendors including law firms and third-party claim administrators to efficiently resolve PetSmart’s self-insured general liability claims and litigation matters across the United States, Canada and Puerto Rico. The position also works very closely with and has accountabilities to the in-house Litigation Attorney on litigated matters. This position does not have direct reports but is responsible for directing the work of outside counsel and the third-party claims administrator. This position may represent PetSmart at mediations as determined by the Litigation Attorney; determines claims values and exposure, facilitates early settlement and resolution of claims and cases; coordinates discovery requests, including the identification of document custodians, the management of document collection and retention, conducting interviews of PetSmart witnesses, third party witnesses, and physicians; inspects property damages, prepares damages estimates, reviews and drafts documents and pleadings; recommends adjustments in reserve levels; manages general liability outside counsel network; prepares reports summarizing business results of our litigation portfolio; and occasionally manages special projects. The position is expected to work in close partnership with PetSmart’s third-party claims administrator, field personnel, Asset Protection and Safety, Store Operations and Legal Department, and possess significant experience in regular reporting on litigated matters, key developments and emerging trends.

Essential Duties And Responsibilities

• In coordination with and at the direction of a licensed attorney, may serve as PetSmart’s official representative at mediations presenting the company’s position on pre-litigated or litigated matters including responsibility of presenting financial settlement authority for the company.
• Perform early case assessment and potential damages analysis
• Set and adjust reserves and ensure reserve adjustments are made on a timely basis. Advise stakeholders of changes in reserves and provide explanations of reserve changes to the Litigation Attorney, risk management and accounting stakeholders.
• In coordination with legal and risk management stakeholders, develop, recommend, and implement controls and cost-effective approaches to minimize risks
• Provide daily direction to Third Party Claims Administrator (TPA) to initiate and resolve liability cases. Direct and assist TPA in information gathering and investigations to resolve PetSmart claims.
• Perform assessments of TPA case and workloads
• In consultation with the Litigation Attorney, lead general liability review meetings between PetSmart, risk management and TPA
• Draft and distribute legal holds for cases
• In coordination with and at the direction of a licensed attorney, negotiate acceptable solutions and compromises relating to issues involving internal departments, governmental agencies and third parties.
• Assists with new business proposals, processes and relationships with vendors, including outside counsel
• Determine subrogation potential on property damage claims and direct case handling on subrogated cases.
• In coordination with and at the direction of a licensed attorney, responsible for managing and setting strategy and direction for litigated liability claims
• Interview witnesses, assess and inspect damages, and direct investigations to be performed. Ensure stores and PetSmart associates are following claim procedures.
• Oversees responses to discovery and the preparation of witness and expert testimony. In coordination with and at the direction of a licensed attorney, prepare discovery responses in general liability and other insured matters
• Assist in managing, tracking, preparing and presenting reports summarizing liability litigation matters, including general liability lawsuits, subrogation matters, mediations and arbitrations.
• Direct business with respect to document collection for review and analysis on liability litigation matters
• Conduct detailed research and analysis on complex legal issues
• Manage, monitor and review the work of outside counsel who have been assigned primary responsibility to handle legal matters on behalf of PetSmart.
• Support Employment Practice litigation matters by managing the company’s insurance bordereau reporting process; assist in-house counsel as directed.
• Oversight of Incident Investigation Kits, ensuring all kits are received, scanned, and processed per defined procedures and educate stores on necessity of complete, accurate, and timely kits.
• This role will require 25% travel.

Education And/Or Experience, Technical Skills

• Bachelor’s Degree and a minimum of seven (7) years of experience required, with significant corporate experience related to the essential duties above; or equivalent combination of education and experience.
• Extensive experience as an insurance claims adjuster, third party claims administrator, or litigation support specialist, with a demonstrated track record of handling litigated general liability claims matters, evaluating reserves, and facilitating case resolution. Experience in a retail or multi-location environment strongly preferred.
• Professional designations such as Associate in Claims (AIC), Chartered Property Casualty Underwriter (CPCU), or Associate in Risk Management (ARM) preferred; or equivalent experience.
• Advanced understanding of various legal processes.
• Ability to assist in developing and implementing training to business clients.
• Ability to read, analyze and interpret, professional journals, technical procedures, some financial reports, legal documents, governmental regulations and case law.
• Ability to write drafts of reports, business correspondence and procedures manuals.
• Verbal and written communication skills are essential. In addition, the ability to effectively speak and present to business partners is required.
• Project management leadership skills with the ability to assist in implementing strategies and methodologies appropriate for a retail services environment.
• Ability to interface successfully with all levels of management within PetSmart and with outside legal professionals.
• Proficiency in the following software: Word, PowerPoint, MS Outlook, Excel. Familiarity with claims management systems preferred; training will be provided on PetSmart’s claims management platform.

Additional Job Considerations

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.
• This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

About The Culture

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• "Top Dog" gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• "Sit & Stay" Café serving fresh breakfast and lunch options, snacks, & more
• "Lil Paws" NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.