Director, Claims

AAA Life Insurance Company•Livonia, MI

1d•Hybrid

About The Position

AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969. At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most. By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us. We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive. We need an ambitious, curious leader to become the Director of Claims on the Enterprise Operations Team to help drive the biggest change in the company’s history. Are you ready to redefine how an entire industry engages with customers? At AAA Life we leverage technology to put human connection at the heart of what we do. If you are someone who thrives on purpose and wants to make a tangible difference in people’s lives when it matters most, then join AAA Life who has the unique ability to access tens of millions of existing AAA customers powered by the strength of one of America’s most trusted brands. We have embarked on a mission to double in size - Becoming one of the largest providers in the US. These facts showcase why we're the right choice: On purpose: a leading professional services firm found that the commitment, empathy and dedication of employees at AAA Life was the highest across a benchmark of top US companies On growth: we have the privilege to offer our products to tens of millions of Americans that are proud members of AAA On making a difference: we serve Americans by delivering life insurance products that make a true difference for families during their hardest times, not wealth management instruments (more details on this during the interview) On culture: USA Today named us 2025 top workplace nationwide. We believe the job of an insurance company is to do good. Our mission is to help our members during what is often the hardest times in their lives. We pick up the phone to people who have lost loved ones and offer our genuine support. That is why we will always put human connection at the heart of what we do - always being there to talk to our members person to person. We believe the job of an insurance company is to pay out. That is what insurance is for. Most of our members have real life policies - policies that bring peace of mind during life, and genuine support in the event of death. We are not here to chase the super-rich with annuities and wealth management products. AAA has been one of the most trusted names in America because it believes in providing the services that middle class Americans need.

Requirements

Bachelor’s degree in Business, Insurance, Finance, Risk Management or related field.
10+ years of progressive life insurance claims experience.
7+ years leading managers and operational teams.
Experience managing claims operations in a regulated insurance environment.
Experience developing operational dashboards, KPIs, and executive reporting.
Experience leading enterprise transformation or operational improvement initiatives.

Nice To Haves

Master's degree (MBA or related).
FLMI, ACS, AALU, ALHC or similar insurance designation.
Experience implementing workflow automation, RPA, AI, OCR, or intelligent document processing.
Strong experience with Power BI, Tableau, SQL, Snowflake, or comparable BI tools.
Lean Six Sigma certification or equivalent process improvement experience.
Experience with claims platform modernization and vendor management.

Responsibilities

Develop and execute the strategic vision for the Life Claims organization aligned to enterprise objectives.
Lead all aspects of life insurance claims operations ensuring timely, accurate, empathetic, and compliant adjudication.
Establish and monitor KPIs including turnaround time, quality, productivity, customer satisfaction, compliance, and financial outcomes.
Build a data-driven claims organization using dashboards, predictive analytics, executive reporting, and workforce forecasting.
Lead automation initiatives including workflow automation, RPA, AI-enabled document processing, intelligent routing, and digital claims capabilities.
Partner with Technology, Data & Analytics, Underwriting, Actuarial, Compliance, Legal, Finance, and Customer Experience teams.
Drive Lean continuous improvement and process redesign initiatives.
Oversee complex claims, litigation, appeals, fraud, and escalated customer matters.
Manage claims budgets, technology investments, and vendor relationships.
Develop high-performing leaders through coaching, succession planning, and performance management.