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Director, Physical Damage (Express/Glass)

Date: Oct 17, 2025

Location:

Webster, MA, MA, US

Company: MAPFRE

MAPFRE is seeking a dynamic and strategic **Director, Physical Damage (Express/Glass)** to lead our fast-paced Express and Glass Claims Units and oversee post-training deployment for staff entering the Physical Damage organization. This is a high-impact leadership role focused on operational excellence, transformation, and talent development—ideal for a seasoned claims professional ready to drive innovation and elevate customer experience.

About the Role

As Director, you will:

+ Lead high-volume, lower-complexity claims teams with a focus on speed, accuracy, and regulatory compliance.

+ Oversee specialized workflows and vendor relationships within the Glass Unit.

+ Ensure seamless integration of newly trained staff into Core Physical Damage or other operational areas.

+ Champion continuous improvement and alignment with enterprise-wide goals.

Key Responsibilities

Operational Leadership

+ Direct daily operations of Core Physical Damage units, including liability investigations, commercial losses, and out-of-state claims.

+ Promote consistent, defensible liability standards across jurisdictions.

+ Analyze operational metrics (cycle time, expense ratios, service levels) to drive performance.

+ Ensure quality assurance and compliance with internal policies and industry best practices.

+ Provide expert guidance on complex claims, coverage interpretation, reserving, and resolution planning.

Transformation & Innovation

+ Lead modernization initiatives using automation, digital tools, and process redesign.

+ Collaborate with IT, data analytics, and cross-functional teams to implement scalable solutions.

+ Pilot innovative approaches to reduce manual effort and enhance customer experience.

+ Align transformation efforts with enterprise strategic priorities.

+ Stay ahead of emerging trends and regulatory changes to proactively evolve operations.

Customer Experience

+ Foster a customer-centric culture rooted in empathy, responsiveness, and resolution quality.

+ Monitor feedback and satisfaction metrics to identify and close service gaps.

+ Handle escalated cases and regulatory inquiries with professionalism.

+ Streamline communication and transparency throughout the claims lifecycle.

+ Promote fairness and consistency to build trust with policyholders.

Talent Development & Leadership

+ Build and lead high-performing teams of managers and claims professionals.

+ Set clear expectations and provide coaching, feedback, and growth opportunities.

+ Identify future skill needs and develop team capabilities to meet evolving demands.

+ Champion diversity, equity, and inclusion in hiring and leadership practices.

+ Recognize and reward excellence to cultivate engagement and accountability.

Qualifications

+ Bachelor’s degree or equivalent professional experience preferred.

+ 7–9 years of relevant experience, or Associate’s degree plus 9–11 years.

+ Proven leadership in claims operations, transformation, and team development.

+ Strong analytical, strategic thinking, and communication skills.

_Thank you for considering MAPFRE Insurance as part of your career journey._

_We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states._

_If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at_ [email protected]_ _._

_We are proud to be an equal opportunity employer._

**Nearest Major Market:** Worcester

**Job Segment:** Liability, Recruiting, Quality Assurance, QA, Claims, Insurance, Human Resources, Quality, Technology