Director, Claims Field Leadership

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Director, Claims Field Leadership is a senior claims leader responsible for directing field claim operations within a geographic region while shaping and executing strategies that advance claim performance, customer outcomes, operational excellence, and business results. This leader oversees large, geographically dispersed teams and is accountable for people leadership, loss cost and expense performance, customer satisfaction, compliance, and continuous improvement initiatives.

Combining strong operational leadership with strategic design capabilities, the Director partners across Claims, Analytics, Technology, Product, and Home Office functions to identify opportunities for process transformation, technology adoption, workflow optimization, and operational innovation. The role plays a critical part in designing the future of Claims by developing and implementing solutions that improve efficiency, enhance claim quality, strengthen customer experience, and support long-term organizational objectives.

Key Responsibilities

Claims Operations Leadership

• Lead all aspects of field claims operations for a geographic region or designated line of business.
• Drive achievement of financial, operational, customer, and talent objectives.
• Maintain accountability for loss cost, claim expense management, claim quality, and compliance outcomes.
• Ensure consistent execution of claim policies, procedures, and regulatory requirements.
• Monitor business performance and implement corrective actions to improve results.

Strategic Planning & Transformation

• Develop and execute strategies that advance claim effectiveness, customer outcomes, and operational performance.
• Partner with Claims Delivery leaders to identify opportunities for process redesign, technology enablement, and advanced analytics solutions.
• Lead initiatives that modernize claim operations and support a digital-first claims experience.
• Apply industry insights, emerging trends, and best practices to strengthen organizational capabilities.
• Align operational strategies with long-term corporate objectives and business priorities.

Process Improvement & Innovation

• Drive continuous improvement efforts across claim workflows, operating models, and customer interactions.
• Design and implement operational improvements that increase efficiency, consistency, and quality.
• Leverage data, predictive analytics, and performance trends to identify opportunities and address emerging challenges.
• Partner with technology teams and vendors to implement solutions that enhance the claim experience for customers and employees.
• Foster a culture of innovation and accountability focused on improving business outcomes.

Talent & People Leadership

• Create an inclusive and high-performing work environment that attracts, develops, and retains top talent.
• Lead, coach, and develop managers and emerging leaders across a geographically dispersed organization.
• Build succession plans and leadership development strategies to ensure organizational continuity.
• Monitor staffing levels, workload distribution, and resource planning to support business needs.
• Establish clear performance expectations and provide ongoing coaching and development.

Customer & Stakeholder Leadership

• Champion a customer-focused culture that prioritizes empathy, responsiveness, and service excellence.
• Build strong partnerships across Claims, Product, Legal, Compliance, Technology, Analytics, and other enterprise functions.
• Collaborate with field and home office leaders to identify business trends and implement strategic solutions.
• Influence enterprise initiatives that improve claim outcomes and profitability.

Qualifications

Required Experience

• 12+ years of progressive claims leadership experience within Property, Casualty, Auto, Liability, or related insurance disciplines.
• Experience leading large operational teams through multiple levels of leadership.
• Proven success driving operational performance, process improvement, and organizational transformation.
• Experience managing financial results including loss cost and expense performance.
• Demonstrated ability to lead cross-functional initiatives and influence senior stakeholders.

Preferred Experience

• Experience across both first-party and third-party claims environments.
• Experience implementing technology-enabled business transformation initiatives.
• Experience leveraging analytics, predictive modeling, and operational reporting to drive business decisions.
• Prior responsibility for strategic planning, operating model design, or large-scale change management programs.

Education

• Bachelor's degree preferred or equivalent combination of education and experience.

Knowledge, Skills & Abilities

• Advanced knowledge of claims operations, coverage, regulatory requirements, and industry best practices.
• Strong business acumen with the ability to balance customer outcomes, operational effectiveness, and financial performance.
• Expertise in process design, operational excellence, and continuous improvement methodologies.
• Ability to identify trends, analyze complex data, and develop strategic solutions.
• Strong executive presence with exceptional communication and influencing skills.
• Demonstrated capability to lead change and drive adoption of new technologies and workflows.
• Advanced leadership, coaching, talent development, and succession planning capabilities.
• Ability to build and maintain strong internal and external partnerships.
• Proficiency in leveraging technology, automation, analytics, and AI-enabled solutions to improve business performance and customer outcomes.

Skills

Compensation

CompensationCompensation offered for this role is 167,000.00 - 230,000.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

 

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

 

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.