Claims Sr Manager

Samsung Electronics•Coppell, TX

About The Position

The Claims Sr. Manager is responsible for end-to-end management of final mile and parcel claims across five carrier and service-provider relationships. The role leads a bi-national team of 15 claims analysts and specialists—six in the United States and nine in Mexico—and oversees the full claims lifecycle, financial recovery, carrier relationships, team performance, and continuous improvement. The role also owns and optimizes the claims systems environment, including carrier portal integrations, TMS connectivity, and EDI/API feeds. It leads the evaluation and adoption of AI, automation, analytics, and predictive modeling to improve processing efficiency, decision-making, risk identification, and financial outcomes. The Claims Sr. Manager collaborates with logistics, IT, Product, Finance, FP&A, Customer Experience, Legal, Compliance, Supply Chain, and Reverse Logistics teams, and provides executive-level reporting to the Director of Final Mile Logistics and senior leadership.

Requirements

At least 7 years of experience in logistics claims management, transportation, supply chain, or a related operations function.
At least 3 years of direct people-management experience 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 and leading effectively across US and Mexico operations.
Proficiency with claims management systems, carrier portals, and data reporting tools such as Excel, Power BI, or equivalent.
Experience working with or implementing AI-assisted tools, automation platforms, or advanced analytics systems in a logistics or operations environment.
Strong analytical, negotiation, and problem-solving skills focused on financial recovery and continuous improvement.
Excellent written and verbal communication skills, including the ability to present clearly to senior leadership.

Nice To Haves

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

Responsibilities

Oversee the full claims lifecycle across five final mile and parcel provider relationships, from intake and documentation through submission, negotiation, resolution, and financial recovery.
Establish and enforce standardized intake processes, documentation requirements, submission timelines, and filing-deadline controls to maximize recovery and minimize write-offs.
Monitor claims aging, escalate unresolved or disputed claims, and ensure carrier filing windows and deadlines are met.
Develop and maintain claims playbooks, SOPs, and training materials for US and Mexico teams.
Oversee final mile large-format, in-home delivery claims and parcel claims, accounting for their different documentation, liability, and resolution requirements.
Own and optimize claims systems, carrier portal integrations, TMS connectivity, and EDI/API feeds.
Evaluate and adopt AI and automation tools for claim routing, documentation review, damage image recognition, and predictive denial flagging.
Partner with IT and Product teams to define requirements, prioritize enhancements, and develop a roadmap for claims technology.
Use AI-driven analytics and predictive modeling to forecast claim volumes, identify high-risk carriers or routes, optimize resources, and surface emerging trends.
Promote data-first practices and ensure analysts use reporting platforms, dashboards, and AI-assisted tools effectively.
Lead, coach, and develop a bi-national team of 15 claims analysts and specialists; set goals, conduct reviews, provide feedback, and support development and career pathing.
Manage workload distribution and claim assignments by provider, claim type, and complexity; build cross-border team cohesion through aligned operating cadences and inclusive leadership.
Identify team training needs and develop programs covering systems, carrier contract terms, documentation standards, and analytical tools.
Serve as the primary escalation point for claims matters across five providers and maintain productive relationships with carrier claims departments.
Lead regular claims reviews with carrier partners, tracking open claims, disputes, denial trends, and recovery performance.
Negotiate disputed or denied claims using contract terms, evidence, and data to maximize recoveries.
Collaborate with the Director of Final Mile Logistics on claims data and denial trends for carrier renewals, SLAs, and penalty frameworks.
Monitor carrier claims portals and ensure access, process compliance, and timely submissions.
Analyze claims by carrier, route, product, damage category, and handling stage to identify root causes and financial exposure.
Partner with Logistics Operations and Carrier Management on corrective measures such as packaging improvements, handling updates, and carrier interventions.
Develop and maintain a claims intelligence dashboard covering trends, recovery rates, denial reasons, and cost impacts.
Share claims insights with stakeholders to reduce claim frequency and severity.
Track, forecast, and report claims financials, including gross claim value, recoveries, denial rates, and net exposure.
Partner with Finance and FP&A on accruals, month-end close inputs, and budget alignment for recoveries and write-offs.
Provide executive-level reporting on claims performance, financial recovery, team productivity, and carrier accountability to the Director of Final Mile Logistics and senior leadership.
Identify and execute opportunities to reduce net claims costs through higher recovery rates, faster resolutions, and damage and loss prevention.
Continuously improve claims processes, workflows, and tools across US and Mexico teams; lead automation and digitization to reduce manual handling and improve documentation and resolution timelines.
Benchmark claims operations against industry standards and develop improvement roadmaps.
Coordinate with Customer Experience on resolution timelines and customer communication standards; partner with Legal and Compliance on high-value or complex claims.
Collaborate with Supply Chain and Reverse Logistics on product disposition, inventory reconciliation, and recovery for returned and damaged goods.
Support the Director of Final Mile Logistics with executive reporting, strategic planning, and carrier contract negotiations.