Director, Claims

The Opportunity: Why JoinAre you ready to redefine how an entire industry engages with customers? At AAA Life we leverage technology to put human connection at the heart of what we do. If you are someone who thrives on purpose and wants to make a tangible difference in people's lives when it matters most, then join AAA Life who has the unique ability to access tens of millions of existing AAA customers powered by the strength of one of America's most trusted brands. We have embarked on a mission to double in size - Becoming one of the largest providers in the US. These facts showcase why we're the right choice: On purpose: a leading professional services firm found that the commitment, empathy and dedication of employees at AAA Life was the highest across a benchmark of top US companies On growth: we have the privilege to offer our products to tens of millions of Americans that are proud members of AAAOn making a difference: we serve Americans by delivering life insurance products that make a true difference for families during their hardest times, not wealth management instruments (more details on this during the interview) On culture: USA Today named us 2025 top workplace nationwide. We believe the job of an insurance company is to do good. Our mission is to help our members during what is often the hardest times in their lives. We pick up the phone to people who have lost loved ones and offer our genuine support. That is why we will always put human connection at the heart of what we do - always being there to talk to our members person to person. We believe the job of an insurance company is to pay out. That is what insurance is for. Most of our members have real life policies - policies that bring peace of mind during life, and genuine support in the event of death. We are not here to chase the super-rich with annuities and wealth management products. AAA has been one of the most trusted names in America because it believes in providing the services that middle class Americans need.

The Role: The Director, Claims provides strategic leadership for AAA Life's Claims organization, overseeing claims operations while driving operational excellence, digital transformation, analytics, automation, and customer experience. This leader ensures accurate, timely, empathetic, and compliant claims adjudication while leveraging technology and data to modernize operations and support enterprise growth. The Next PhaseOur mission is to provide those services for as many people as we can. To achieve that we need to evolve. We need to boldly embrace innovation and technology. Your leadership will help us deliver on our mission together and achieve our transformation. At AAA Life, empathy and progress go hand in hand, creating a culture where bright ideas flourish and meaningful impact grow. If you are drawn toan environment that values purpose as much as potential, we invite you to join us. Because here, being there for people isn't just a promise, it is our driving force.

Position Responsibilities: Develop and execute the strategic vision for the Life Claims organization aligned to enterprise objectives. Lead all aspects of life insurance claims operations ensuring timely, accurate, empathetic, and compliant adjudication. Establish and monitor KPIs including turnaround time, quality, productivity, customer satisfaction, compliance, and financial outcomes. Build a data-driven claims organization using dashboards, predictive analytics, executive reporting, and workforce forecasting. Lead automation initiatives including workflow automation, RPA, AI-enabled document processing, intelligent routing, and digital claims capabilities. Partner with Technology, Data & Analytics, Underwriting, Actuarial, Compliance, Legal, Finance, and Customer Experience teams. Drive Lean continuous improvement and process redesign initiatives. Oversee complex claims, litigation, appeals, fraud, and escalated customer matters. Manage claims budgets, technology investments, and vendor relationships. Develop high-performing leaders through coaching, succession planning, and performance management.

Basic Qualifications: Bachelor's degree in Business, Insurance, Finance, Risk Management or related field.10+ years of progressive life insurance claims experience.7+ years leading managers and operational teams. Experience managing claims operations in a regulated insurance environment. Experience developing operational dashboards, KPIs, and executive reporting. Experience leading enterprise transformation or operational improvement initiatives. Preferred

Essential Job Functions: While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodation will be provided for otherwise qualified applicants as needed to enable them to fulfill these requirements. AAA Life Insurance Company does not offer immigration sponsorship for this position. This includes visa types such as H-1B, TN, and STEM OPT. Please do not apply if you currently require or may require employer-sponsored immigration support now or in the future.

Category: Claims

Position Type: Regular Full-Time

Remote: NoLocation: US-MI-Livonia