Director, Claims Triage

Business Title(s) Director, Claims Triage Employment Type Full-Time FLSA Status Exempt Location In-Office (Richmond, VA; Omaha, NE; Albany, NY; Chicago, IL; Los Angeles, CA; Houston, TX; New York, NY; Springfield, MO) Summary We are looking for a highly capable Claims Triage Director to join our Claims team. This role leads a nationwide triage operation, managing a fast‑paced team responsible for the time‑sensitive intake and accurate routing of workers’ compensation, liability, and property claims. The Director drives a best‑in‑class triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. The role also supports budgeting, talent development, and stakeholder relationships to maintain a high‑performing, customer‑focused team. This is a 100% in‑office position; candidates must be able to work on‑site at a designated company office during standard business hours. Essential Responsibilities Manage a team of 3 Senior Triage Specialists and a Triage Team Lead who manages a team of 4 triage specialists responsible for claim intake, assignment, preliminary information gathering, and decision making. The department operates 7 am–7 pm Eastern Time, with occasional non‑standard hours. Establish, refine, and evolve best‑in‑class triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking. Drive continuous improvement through initiatives involving employees, processes, and technology. Lead the implementation of a Large Language Model (LLM) that transforms team operations. Work with the SVP – Global Claims Operations and key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department, meeting critical success goals and company growth and profitability targets. Create and maintain positive working relationships with all direct reports, peers, and other claims department managers to ensure the triage department adds value and meets or exceeds the needs of internal stakeholders while remaining compliant. Manage expenditures for the triage department, including budgeting and planning. Support the professional claims selection process to retain claims professionals who demonstrate technical expertise, maturity, and a commitment to customer service. Conduct development reviews and engage direct reports in development and skill‑building opportunities. Train and mentor staff. Act as a role model, demonstrating belief in and commitment to the aspiration values of the organization, building and leading a value‑based culture committed to long‑term success. Qualifications / Experience Required Proven people‑management experience, advanced knowledge of triage claims and process improvement, and exceptional customer service focus, typically obtained through: Minimum 7 years claims operations experience, including 4 years in a people‑leadership capacity. Prior experience as a claims adjuster is helpful. Bachelor’s degree required, or four additional years of claims operations experience in addition to the 7 mentioned above. Six Sigma Black Belt certification strongly preferred. Experience overseeing the design, building, and management of an AI system based on an LLM that is reliable, adaptable, and performs well. Experience setting up processes for tracking AI performance, analyzing errors, and using feedback to continuously improve quality and reliability. Ability to create structured and clear prompts to guide the AI model to deliver accurate and reliable results. Must have strong business acumen (understanding how the company works and makes money, including the impact of this role on profitability). Proven leadership capabilities with sound influence in dealing with challenging situations. Independent decision maker who takes full responsibility for decisions and their consequences. Recognized as a leader within the organization, providing advice and guidance to others. Polished and professional written and verbal communication skills with the ability to build consensus internally and externally. English fluency required. Strong customer service focus. Strong analytical and presentation skills. Strong focus on execution, proven ability to consistently produce and deliver expected results by: Finding ways to succeed through adversity. Being solution‑focused, not problem‑focused. Thinking with a global mindset first. Client focus – effectively determine specific client needs and provide value‑added solutions. Demonstrates inner strength, courage, and integrity in daily actions. Intellectual curiosity, consistently considering all options without conventional bias. Ability to build commitment internally and externally, communicate corporate vision, and gain support for views and decisions. Team builder who understands that success depends on team performance, not individual performance. Creates morale and celebrates team wins. Ability to establish mentoring relationships, participate in succession and training plans for critical positions. Ability to develop and communicate claim‑management reports for accurate, timely reflection of support staff performance and impact on the claims department. Successful traits such as flexibility, resilience, and resourcefulness in a fast‑paced, constantly evolving environment. Ability to develop and maintain productive relationships with clients, business partners, and peers with a focus on timely and meaningful information exchanges. Effective time‑management skills and ability to prioritize workload while handling multiple tasks and deadlines. Preferred Qualifications The ability to read and write Spanish fluently is considered a plus. Benefits And Compensation In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance, as well as a generous benefits package. Pay ranges for candidates in designated geographic areas are provided below and may differ based on local cost of labor. Albany and Chicago Pay Range: $132,294 – $155,856 Los Angeles and New York City Pay Range: $144,126 – $170,136 Additional Information Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship, denial of family and medical leave, disability (mental and physical), HIV and AIDS, medical condition, race, religious creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, military or veteran status, or any other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. The collection of your personal information is subject to our HR Privacy Notice. #J-18808-Ljbffr Argo Group