Claims Sr Manager

Position Summary

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Role and Responsibilities

The Claims Sr. Manager is responsible for the end-to-end management of final mile and parcel claims across 5 carrier and service provider relationships, leading a bi-national team of 15 — 6 based in the United States and 9 based in Mexico. At the core of this role is deep, practical experience in claims management: overseeing the full claims lifecycle, driving financial recovery, managing carrier relationships, and building high-performing teams that consistently deliver results across both final mile and parcel claim types. Equally important is the ability to bring a strong systems and technology mindset to the role — the Claims Sr. Manager will be expected to leverage automation, AI-driven tools, and advanced analytics to modernize claims operations, improve processing efficiency, and surface insights that reduce risk and financial exposure. We are looking for a seasoned claims professional who brings both the operational credibility to lead a high-performing team and the vision to shape the future of how claims are managed — through smarter systems, intelligent automation, and a data-driven approach that sets a new standard for the function.

Claims Operations & Lifecycle Management

• Oversee the full claims lifecycle — from intake and documentation through submission, negotiation, resolution, and financial recovery — across all 5 final mile and parcel provider relationships.
• Establish and enforce standardized claims intake processes, documentation requirements, and submission timelines to maximize recovery rates and minimize financial write-offs.
• Monitor and manage claims aging across the portfolio; escalate unresolved or disputed claims and ensure all carrier-imposed filing windows and deadlines are consistently met.
• Develop and maintain claims playbooks, standard operating procedures (SOPs), and training materials for both the US and MX teams to ensure consistency, compliance, and quality.
• Oversee both final mile (large-format, in-home delivery) and parcel claims, recognizing the distinct documentation, liability, and resolution requirements of each claim type.

Systems, Technology & AI

• Own and optimize the claims management system stack, including carrier portal integrations, TMS connectivity, and EDI/API feeds, ensuring the team has reliable, efficient tools to manage claims across all 5 providers.
• Lead the evaluation and adoption of AI and automation tools to improve claims processing efficiency, including intelligent claim routing, automated documentation review, damage image recognition, and predictive denial flagging.
• Partner with IT and Product teams to define business requirements, prioritize system enhancements, and build the roadmap for next-generation claims technology capabilities.
• Leverage AI-driven analytics and predictive modeling to forecast claim volumes, identify high-risk carriers or routes, optimize resource allocation, and proactively surface trends before they become financial liabilities.
• Champion a data-first culture within the claims team, ensuring analysts are proficient in using reporting platforms, dashboards, and AI-assisted tools to drive smarter, faster decision-making.

Team Leadership & Development

• Directly lead, coach, and develop a bi-national team of 15 claims analysts and specialists — 6 in the US and 9 in Mexico — fostering a high-performance, collaborative, and accountable team culture.
• Set clear individual and team performance goals, conduct regular performance reviews, and provide ongoing feedback, development opportunities, and career pathing for all direct reports.
• Manage workload distribution across both teams, balancing capacity and ensuring equitable, efficient claim assignments by provider, claim type, and complexity.
• Build cross-border team cohesion through regular syncs, aligned operating cadences, and inclusive leadership practices that account for regional and cultural differences between the US and Mexico teams.
• Identify training needs and skill gaps; develop targeted programs to upskill the team on claims systems, carrier contract terms, documentation standards, and analytical tools.

Carrier & Provider Relationship Management

• Serve as the primary point of escalation and accountability for claims-related matters across all 5 final mile and parcel providers, maintaining productive working relationships with each carrier’s claims department.
• Lead regularly scheduled claims review meetings with carrier partners, tracking open claims, dispute resolution progress, denial trends, and overall recovery performance.
• Negotiate disputed or denied claims with carrier representatives, leveraging contract terms, evidence documentation, and data to maximize financial recoveries on behalf of Samsung.
• Collaborate with the Director of Final Mile Logistics to incorporate claims performance data and denial trends into carrier contract renewals, SLA structures, and penalty frameworks.
• Monitor carrier claims portals and systems, ensuring team access, process compliance, and timely submissions aligned with each provider’s specific requirements.

Damage Prevention & Root Cause Analysis

• Analyze claims data by carrier, route, product type, damage category, and handling stage to identify systemic trends and root causes driving claim volumes and financial exposure.
• Partner with Logistics Operations and Carrier Management teams to translate root cause findings into actionable corrective measures, including packaging improvements, handling protocol updates, or targeted carrier performance interventions.
• Develop and maintain a claims intelligence dashboard that surfaces real-time trends, recovery rates, denial reasons, and cost impacts for leadership and cross-functional visibility.
• Proactively share insights with cross-functional stakeholders to drive upstream improvements that reduce claim frequency and severity over time across all 5 provider relationships.

Financial Management & Reporting

• Own the tracking, forecasting, and reporting of all claims-related financials, including gross claim value, recovery amounts, denial rates, and net financial exposure across all providers and claim types.
• Partner with Finance and FP&A to ensure accurate accruals, month-end close inputs, and budget alignment for claims recovery and write-off activity.
• Deliver regular executive-level reporting on claims performance, financial recovery, team productivity, and carrier accountability metrics to the Director of Final Mile Logistics and senior leadership.
• Identify and execute opportunities to reduce net claims costs through improved recovery rates, faster resolution cycles, and proactive damage and loss reduction initiatives.

Process Improvement & Systems

• Continuously evaluate and improve claims processes, workflows, and tools to increase efficiency, accuracy, and recovery performance across both the US and MX teams.
• Partner with IT and Operations to assess, implement, and optimize claims management systems and carrier portal integrations that support the team’s day-to-day operations.
• Lead automation and digitization initiatives to reduce manual claim handling, improve documentation quality and accuracy, and accelerate overall resolution timelines.
• Benchmark claims operations against industry standards and best practices; identify gaps and develop improvement roadmaps to close them.

Cross-Functional Collaboration

• Work closely with Customer Experience teams to align claims resolution timelines with customer communication standards and satisfaction goals.
• Partner with Legal and Compliance to manage high-value or legally complex claims, ensuring proper documentation, escalation, and resolution in line with company policy.
• Collaborate with Supply Chain and Reverse Logistics teams to ensure accurate product disposition, inventory reconciliation, and cost recovery on returned and damaged goods.
• Support the Director of Final Mile Logistics in executive-level claims reporting, strategic planning sessions, and carrier contract negotiations.

 

Skills and Qualifications

Qualifications

Required

• 7+ years of experience in logistics claims management, transportation, supply chain, or a related operations function.
• 3+ years of direct people management experience, with a demonstrated track record of leading and developing multi-person teams.
• Proven experience managing final mile and/or parcel carrier claims across multiple provider relationships.
• Strong understanding of carrier liability frameworks, claims filing requirements, and contract-based recovery processes.
• Experience managing cross-border or bilingual teams; ability to lead effectively across US and Mexico operations.
• Proficiency in claims management systems, carrier portals, and data reporting tools (e.g., Excel, Power BI, or equivalent).
• Demonstrated experience working with or implementing AI-assisted tools, automation platforms, or advanced analytics systems within a logistics or operations environment.
• Strong analytical, negotiation, and problem-solving skills with a focus on financial recovery and continuous improvement.
• Excellent written and verbal communication skills, with the ability to present clearly to senior leadership.

 

Preferred

• Experience supporting D2C or omnichannel retail logistics operations, particularly for large-format products (appliances, consumer electronics).
• Familiarity with Samsung or comparable consumer electronics and appliance supply chain environments.
• Experience working with TMS platforms and carrier EDI/API integrations for automated claims processing.
• Hands-on experience with AI/ML-powered claims or logistics platforms (e.g., predictive damage scoring, automated claims triage, computer vision for damage assessment).
• Knowledge of relevant legal and regulatory frameworks governing carrier liability and freight claims (e.g., Carmack Amendment, carrier tariff terms).
• Six Sigma, Lean, or equivalent process improvement certification or experience.

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