Claims Sr Manager

Samsung•Coppell, TX

About The Position

The Claims Sr. Manager leads the end-to-end management of final mile and parcel claims across five carrier and service provider relationships. The role manages a bi-national team of 15 claims analysts and specialists—six in the United States and nine in Mexico—and oversees claims operations, carrier relationships, financial recovery, systems, analytics, and continuous improvement. The Claims Sr. Manager is responsible for the full claims lifecycle, from intake and documentation through submission, negotiation, resolution, and recovery. The role establishes consistent processes, monitors aging and filing deadlines, manages disputes, and develops playbooks, procedures, and training materials for both teams. It covers both large-format, in-home final mile delivery claims and parcel claims. The role owns and improves the claims technology stack, including carrier portal integrations, TMS connectivity, and EDI/API feeds. It evaluates and adopts automation, AI tools, analytics, and predictive models to improve processing, identify risk, forecast volumes, and reduce financial exposure. The position partners with IT, Product, Operations, Finance, Legal, Customer Experience, Supply Chain, and Reverse Logistics, and reports claims performance and financial results 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, with a record of leading and developing teams.
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 reporting tools such as Excel, Power BI, or equivalent.
Experience working with or implementing AI-assisted tools, automation platforms, or advanced analytics in logistics or operations.
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 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.
Standardize claims intake, documentation, and submission timelines to improve recovery and reduce write-offs.
Monitor claims aging, escalate disputed or unresolved claims, and ensure carrier filing deadlines are met.
Develop and maintain claims playbooks, standard operating procedures, and training materials for the US and Mexico teams.
Manage the distinct requirements of large-format, in-home final mile claims and parcel claims.
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 denial prediction.
Partner with IT and Product teams on business requirements, system enhancements, and claims technology roadmaps.
Use analytics and predictive modeling to forecast volumes, identify high-risk carriers or routes, allocate resources, and surface trends.
Promote data-informed decision-making and proficiency in reporting platforms, dashboards, and AI-assisted tools.
Lead, coach, and develop a bi-national team of 15 claims analysts and specialists across the United States and Mexico.
Set performance goals, conduct reviews, provide feedback and development opportunities, and support career pathing.
Manage workload distribution and claim assignments by provider, claim type, and complexity.
Build cross-border team cohesion through regular meetings, aligned operating cadences, and inclusive leadership.
Identify training needs and develop programs covering systems, carrier terms, documentation standards, and analytical tools.
Serve as the primary escalation point for claims matters across five providers and maintain carrier claims relationships.
Lead claims review meetings with carriers, tracking open claims, disputes, denials, and recovery performance.
Negotiate disputed or denied claims using contract terms, evidence, and data to maximize recovery.
Work with the Director of Final Mile Logistics on carrier contract renewals, service-level agreements, and penalty frameworks informed by claims data.
Monitor carrier 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 actions such as packaging improvements, handling updates, and carrier interventions.
Develop and maintain a claims intelligence dashboard showing 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, denials, 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 reporting on claims performance, financial recovery, team productivity, and carrier accountability.
Reduce net claims costs through higher recovery rates, faster resolution, and proactive loss and damage reduction.
Continuously improve claims processes, workflows, and tools for efficiency, accuracy, and recovery performance.
Partner with IT and Operations to implement and optimize claims systems and carrier portal integrations.
Lead automation and digitization initiatives to reduce manual work, improve documentation, and accelerate resolution.
Benchmark operations against industry practices and develop improvement roadmaps.
Coordinate with Customer Experience on claims timelines and customer communication standards.
Partner with Legal and Compliance on high-value or legally complex claims.
Collaborate with Supply Chain and Reverse Logistics on product disposition, inventory reconciliation, and cost recovery.
Support the Director of Final Mile Logistics with executive reporting, strategic planning, and carrier contract negotiations.