Director, Claims Program Management, Property & Casualty, Remote

Crum & Forster • Eatontown, NJ

5d • $91,000 - $171,100 • Remote

About The Position

The Director, Property & Casualty Claims Program Management is accountable for the carrier’s claims strategy, governance, and performance across an assigned portfolio of delegated and partner-managed P&C programs. This leader manages a team of claims program professionals and establishes a consistent operating model for Third-Party Administrators, Managing General Agents and Underwriters, independent adjusters, and other service partners. The Director will translate enterprise objectives into measurable program outcomes, oversee complex and high-severity claims, strengthen reserving and litigation discipline, and modernize claims through data, automation, and process redesign. Working in a matrixed environment, this role partners closely with Underwriting, Actuarial, Legal, Compliance, Finance, Reinsurance, Distribution, and Technology to protect policyholders, control loss and expense performance, meet regulatory obligations, and support profitable growth.

Requirements

• Bachelor’s degree in insurance, risk management, business, finance, law, or equivalent experience.
• 10+ years of progressively responsible P&C claims experience, including significant experience in commercial or specialty casualty and/or property claims.
• 5+ years of people leadership, program management, or delegated claims oversight experience within an insurance carrier, TPA, MGA/MGU, or comparable organization.
• Substantial experience with specialty products such as commercial general liability, commercial auto, property, professional liability, excess casualty, occupational accident, or other program business is preferred.
• Demonstrated experience managing complex and high-severity claims, litigation, reserves, coverage issues, audit programs, regulatory matters, and external claim partners.
• Working knowledge of claims data, dashboards, financial metrics, system integrations, and technology-enabled process improvement.
• Experience using claims platforms, business intelligence tools, and structured performance measures to drive operational decisions.
• Ability to travel for partner due diligence, governance reviews, partner onboarding, business meetings and employee activities.
• Advance knowledge in Microsoft Office tools – Outlook, Excel, Word and PowerPoint
• Ability to work in a fast-paced environment and adaptable.

Nice To Haves

• Relevant insurance designations such as CPCU, AIC, SCLA, ARM, or equivalent preferred

Responsibilities

• Set and execute the P&C claims program strategy, operating model, service standards, and annual priorities in alignment with underwriting appetite, actuarial assumptions, reinsurance requirements, and enterprise objectives.
• Build, coach, and retain a high-performing team of program managers and specialists; set clear goals, develop technical and leadership capability, manage performance and succession, and foster accountability, inclusion, curiosity, and continuous learning.
• Own financial, operational, customer, quality, compliance, and talent outcomes across assigned programs.
• Establish a scalable governance framework for TPAs, MGAs/MGUs, independent adjusters, and other partners, with clear authorities, claim referral assignments, timeliness and management protocols, service-level agreements, scorecards, issue escalation, and corrective-action plans.
• Lead operational assessments, implementation readiness, data mapping, staffing validation, control testing, catastrophe preparedness, and go-live governance for new and renewed programs.
• Conduct annual/bi-annual audits of TPAs, MGAs/MGUs, provide direction on complex, high-severity, coverage-sensitive, extra-contractual, catastrophe, litigated, and potentially systemic claims; ensure timely escalation and accurate reporting to senior management and reinsurers.
• Partner with Legal to manage counsel guidelines, litigation strategy, legal spending, panel performance, alternative dispute resolution, and vendor outcomes.
• Ensure adherence to state unfair claims practices laws, licensing, data privacy, market-conduct, sanctions, record-retention, and internal-control requirements; promptly address complaints and regulatory inquiries.
• Maintain a risk-based audit program that evaluates coverage, investigation, reserving, payments, communications, litigation handling, subrogation, salvage, and compliance; verify sustainable remediation.
• Develop meaningful dashboards and portfolio reviews using leading and lagging indicators; synthesize trends, emerging exposures, root causes, and recommended actions for claims, underwriting, actuarial, and executive stakeholders.
• Strengthen special-investigation referrals, subrogation, salvage, deductible, and aggregate tracking to improve total claim outcomes.
• Promote timely, clear, empathetic, and brand-consistent communication while resolving service failures and balancing customer outcomes with coverage, legal, and financial obligations.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• Tuition reimbursement, industry-related certifications and professional training

What This Job Offers

• Job Type: Full-time
• Career Level: Director