Vice President, Auto Claims

Mercury Insurance

Vice President, Auto Claims overseeing Mercury’s Auto Claims strategy, focusing on leadership and performance for the team managing early claims handling.

Posted 5/2/2026full-timeRemote • 🇺🇸 United StatesLead💰 $159,949 - $420,789 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
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
Identify and mitigate operational risks related to early lifecycle handling, including service breakdowns, regulatory/compliance risk, and process gaps

Requirements

What you’ll need

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.
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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

auto property claimscasualty claimsearly lifecycle handlingmaterial damageclaims operations managementdata analysisAI solutionsautomation solutionsperformance improvementoperating model design

Soft Skills

leadershipcoachingteam buildingaccountabilitycommunicationinfluenceengagementcollaborationstrategic thinkingchange management

Certifications

Bachelor's degreeadvanced degreeindustry designations