• Director, Physical Damage (Express/Glass)

    MAPFRE Insurance (Webster, MA)


    Director, Physical Damage (Express/Glass)

     

    Date: Oct 17, 2025

    Location:

    Webster, MA, MA, US

     

    Company: MAPFRE

     

    This position is hybrid (4 days in office / 1 day remote) in Webster, MA

     

    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.

    + Proficient in Microsoft Excel, including advanced functions such as Pivot Tables.

    + Skilled in Microsoft PowerPoint, with the ability to create and deliver impactful presentations.

    + Adjusters license preferred, but not required.

    **Pay Philosophy** : The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at MAPFRE are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

     

    Salary Range $121,100 - $151,700

     

    _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, Compliance, Claims, Recruiting, QA, Insurance, Legal, Human Resources, Quality