Director physical / glass

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

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