Auto Physical Damage Manager

Amerisure Mutual Insurance•Farmington Hills, MI

9d•Hybrid

About The Position

Leads the day-to-day performance and service delivery of the Auto Physical Damage (APD) function within Commercial Claims. The Manager translates departmental strategy into operational priorities, develops leaders and team members, and ensures consistent, timely, and technically sound claim outcomes. This role is a primary APD point of contact for designated high-profile agency partners and works closely with Auto General Liability leadership on shared files to deliver a coordinated service experience. The position uses a two-day hybrid onsite approach at one of Amerisure’s offices and may require travel up to 10%.

Requirements

Bachelor’s degree in business, insurance, or a related field, or an equivalent combination of education and relevant experience.
At least 5 years of commercial auto physical damage claim experience, including complex claim handling and technical oversight.
Prior people leadership experience.
Strong service orientation and ability to build credibility and manage relationships with high-profile agency partners and internal stakeholders.
Clear, concise written and verbal communication, including the ability to explain technical matters to varied audiences.
Effective collaboration, change leadership, conflict resolution, and decision-making skills.
Proficiency with claim systems, estimating platforms, reporting tools, and Microsoft Office applications.
Ability to travel up to 10%.

Nice To Haves

Experience managing agency or customer escalations and cross-functional claim matters.
Industry designation such as AIC, CPCU, SCLA, or similar professional development.

Responsibilities

Manage, train, provide performance feedback to, and assign duties to direct reports to support productivity, efficiency, and effectiveness.
Oversee APD claim operations, including coverage analysis, investigation, reserving, timely resolution, and compliance with claim-handling standards.
Provide direction on complex, high-exposure, sensitive, or escalated APD matters and determine when Director involvement is needed.
Monitor inventory, cycle time, quality, severity, expense, and service indicators; identify trends and implement corrective action.
Ensure consistent application of APD procedures, authority levels, vendor programs, and quality expectations.
Serve as a primary APD contact for agency partners, building relationships through proactive communication, responsiveness, and follow-through.
Address significant service concerns and escalations, coordinate resolution across Claims, and communicate outcomes to agency and internal partners.
Anticipate agency partner needs, identify service trends, and recommend improvements to the agent and policyholder experience.
Build effective relationships with Underwriting, Loss Control, Legal, Special Investigations, agency partners, and vendors.
Participate in business planning, budgeting, and workforce planning.
Promote effective controls, timely issue escalation, and appropriate handling of complaints, litigation, fraud indicators, and regulatory matters.
Identify and lead process improvements that increase quality, efficiency, consistency, and customer value.
Champion adoption of tools, analytics, and new ways of working that improve APD outcomes and team effectiveness.