[Hiring] Vice President, Auto Claims @Mercury Insurance Services

Role Description

The Vice President, Auto Claims is responsible for the strategy, leadership, and performance of Mercury’s Auto Claims team. This organization owns the early phases of the Auto claim lifecycle, including intake, early handling and investigation, material damage, and the resolution of less complex, fast-track claims.

This leader will sharpen and execute the operating model for the Auto Claims team leveraging data– ensuring the right claims are handled within the team, the right claims are escalated at the right time, and that customers experience fast, empathetic, and accurate service.

The VP, Auto Claims partners closely with other leaders within Mercury to ensure that your segment supports Mercury’s overall Auto Claims strategy, financial goals, and customer experience objectives.

Responsibilities

• Strategic Leadership & Performance – Auto Claims
  • Develop and communicate the vision, strategy, and operating model for the Auto Claims team aligned to overall enterprise objectives.
  • Define and continuously refine segmentation criteria (severity, complexity, coverage, exposure).
  • Lead annual and multiyear planning for the Auto segment, identifying initiatives related to digital intake, triage, fast-track programs, staffing, and process improvements.
• Operational Excellence & Innovation
  • Ensure all Auto Claims activities are performed in accordance with company guidelines and regulatory requirements across all applicable jurisdictions.
  • Design, standardize, and continuously improve end-to-end workflows for:
    • Initial claim intake and early investigation.
    • Less complex bodily injury and property damage claims.
    • Material damage handling, including photo estimating and DRP utilization.
    • Timely and appropriate transfer of higher complexity claims to Examiners.
  • Champion the use of technology, AI, analytics, and digital tools (e.g., digital FNOL, photo apps, workflow and triage engines, dashboards) to improve speed, accuracy, and the customer experience.
  • Drive a culture that leverages data analysis to make better decisions at the leader and frontline level.
• People Leadership & Culture
  • Lead, coach, and develop Auto Claims leaders and team members, creating a high performing, highly engaged organization.
  • Establish clear expectations for claims handling behaviors, customer empathy, cycle time, quality, and escalation/transfer decisions.
  • Build robust talent pipelines and career paths, including development opportunities that prepare team members for progression into Claims Examiner and leadership roles.
  • Promote a culture of accountability, inclusion, and continuous improvement, with regular feedback, recognition, and development conversations.
  • Effectively lead a remote workforce, ensuring strong communication, performance management, and change adoption across locations.
• Cross-Functional Partnership
  • Partner with Auto Claims Examiner leadership to align segmentation rules, handoff standards, and performance targets, ensuring a seamless customer and employee experience across the claim lifecycle.
  • Collaborate with Product and Underwriting to share insights from early lifecycle claims (e.g., loss trends, coverage issues, fraud indicators, emerging risks) that inform product and pricing decisions.
  • Work closely with SIU and Legal to identify and escalate potential fraud, coverage disputes, and complex liability matters early in the lifecycle.
  • Coordinate with Customer Experience, Marketing, and Distribution to ensure communications, expectations, and service levels for early claims handling are clear and consistent.
  • Represent the Auto Claims team in enterprise initiatives (e.g., new tools, process redesigns, state or product launches) to ensure operational readiness and strong execution.
• Financial & Risk Management
  • Manage the indemnity and expense performance of the Auto Claims segment within the overall Auto Claims financial framework.
  • Monitor and act on trends in severity, leakage, and utilization, including material damage outcomes.
  • Identify and mitigate operational risks related to early lifecycle handling, including service breakdowns, regulatory/compliance risk, and process gaps.

Qualifications

• Bachelor’s degree required; advanced degree preferred and/or relevant industry designations.
• 15+ years of progressive auto property/casualty claims experience, with strong exposure to early lifecycle handling, material damage, and less complex injury/property claims.
• 10+ years of leadership experience managing sizeable claims operations and people leaders, preferably including segmented or tiered claims organizations (e.g., fast-track, express, or early resolution units).
• Demonstrated experience collaborating with senior Claims leaders and cross-functional partners to execute strategy and drive measurable performance improvement.

Skills & Competencies

• Proven strategic and operational leadership skills, with the ability to design, communicate, and execute an operating model for your segment.
• Strong people leadership and coaching capability; builds high performing teams, drives accountability, and maintains high engagement.
• Deep understanding of auto claims best practices, particularly in early investigation, material damage, and fast-track claims handling.
• Demonstrated ability to use data and analytics to diagnose issues, set targets, and manage performance at the leader and frontline level.
• Demonstrated experience identifying, implementing, and optimizing AI and automation solutions within insurance/claims (e.g., triage models, fraud detection, document ingestion, decision support tools, generative AI for adjuster support), with appropriate governance, risk management, and measurable business outcomes.
• Excellent verbal and written communication skills, including the ability to influence and align stakeholders across Claims, Product, Underwriting, SIU, Legal, and Technology.
• Comfortable leading in a remote/hybrid, highly distributed environment with strong discipline around communication, performance measures, and change management.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Company Description

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.