Senior, Insurance Claims Specialist

DoorDash USA•Tempe, AZ

4d•Remote

About The Position

DoorDash is seeking a Senior Claims Specialist, Insurance Claims Operations to serve as the team’s go-to expert for assessing risk and managing our highest-severity, most sensitive claims through to closure. This role is responsible for assessing risk and severity on the most difficult claims, taking ownership of high-severity escalations, mentoring Claims Specialists, and coordinating closely with cross-functional teams across Legal, Risk & Insurance, Actuarial, and Quality Assurance. You'll utilize, help build, and scale AI-enabled tools and workflows across the team, bringing an extremely solution-oriented mindset to how the team adopts change, and contribute to training materials and process improvements based on your hands-on claims expertise. This is an ideal opportunity for someone who is extremely solution-oriented and enjoys assessing risk, managing high-severity claims through to closure, sharing their expertise with others, and helping the team navigate change with a positive mindset in a fast-paced, technology-driven environment. This position will report to a Supervisor, Insurance Claims Operations and is remote. Onboarding takes place Monday through Friday during the first 4–6 weeks. After onboarding, the regular work schedule may fall on Monday through Saturday between 7:00 a.m. and 7:00 p.m., based on business needs.

Requirements

4+ years of hands-on claims operations experience (e.g., bodily injury, property, Commercial Auto, General Liability, or Workers' Compensation), including experience assessing risk and severity on high-value or sensitive claims.
Strong risk-assessment skills - able to judge severity and exposure quickly, and know when and how to escalate.
Experience mentoring or informally guiding less experienced Claims Specialists.
Strong analytical and problem-solving skills, with the ability to identify root causes and recommend corrective action.
Comfortable utilizing, building, and scaling AI-enabled tools and automation, and providing feedback that improves them.
Strong written and verbal communication skills, including with external carrier and TPA partners.
Ability to handle sensitive and confidential information with discretion.
An extremely solution-oriented mindset - leading with positivity and helping others adjust to change rather than resist it.

Responsibilities

Assess risk and severity on the most complex or sensitive incidents, applying operations expertise to recommend next steps.
Take ownership of high-severity escalations, coordinating closely with cross-functional partners - including Legal, Risk & Insurance, Actuarial, and Quality Assurance - to keep the most difficult cases moving and ensure the right people are involved at the right time.
Serve as a go-to resource and subject matter expert for Claims Specialists.
Spot patterns and root causes across incidents, and surface process, policy, or workflow gaps to your Supervisor and the broader Claims Operations team.
Utilize, help build, and scale AI-enabled tools and automation, providing frontline feedback that shapes how they roll out to the wider team.
Support quality by reviewing case work, sharing feedback, and helping close skill gaps on the team.
Contribute to training materials, playbooks, and process documentation based on hands-on claims experience.
Bring an extremely solution-oriented mindset to process, tool, and policy changes, helping the team navigate change with positivity.