Director, Claims

Company

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages business owner policies commercial package workers compensation commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Purpose of the Role

The Director of Claims & Services provides strategic and operational leadership across multiple claims and customer service departments ensuring highquality claim outcomes operational excellence and consistent positive experience for policyholders and distribution partners. This role oversees endtoend claims and agency service operations including workflow management producer support staff development process optimization and crossfunctional collaboration. The Director serves as a key advisor to senior leadership driving innovation strengthening organizational capabilities and ensuring that departmental goals align with broader business objectives.

Essential Functions

• Operational Leadership - Oversees daily operations across multiple claims teams ensuring service levels quality standards and productivity expectations are consistently met. Ensures seamless coordination between claims operations and agency support to deliver a unified customer and producer experience.

• Capacity & Workforce Planning - Monitors production volume staffing levels and resource allocation; recommends adjustments to maintain efficiency and meet business needs.

• Complex Claims Oversight - Reviews escalated highseverity or unusually complex claims; provides guidance to ensure accurate timely and compliant resolution.

• Customer Experience Management - Triages and resolves customer inquiries; ensures timely followup and identifies trends to improve service delivery. Strengthens relationships with agencies and distribution partners by ensuring responsive knowledgeable and solution-oriented support. Develop service standards and communication protocols to ensure consistent highquality interactions.

• Strategic Planning & Execution - Contributes to departmental and organizational strategy; translates strategic goals into actionable plans for assigned teams.

• Process Improvement - Evaluates existing processes identifies gaps and leads initiatives to enhance efficiency accuracy and customer satisfaction.

• CrossFunctional Collaboration - Partners with underwriting legal compliance product sales and other business units to address issues impacting multiple disciplines.

• Performance Reporting - Prepares and presents operational reports insights and recommendations to senior leadership.

• Quality Assurance & Compliance - Ensures adherence to regulatory requirements internal controls and company policies.

• People Leadership - Coaches mentors and develops managers and staff; fosters a culture of accountability continuous improvement and professional growth. Build leadership capability within both claims and agency service teams to support longterm organizational success.

• Change Management - Leads teams through organizational changes new program implementations and technology enhancements. Champions adoption of tools and platforms that improve communication workflow efficiency and customer experience.

Required Qualifications

• Associate degree.

• Eight to ten years of experience in claims operations insurance or a related field.

• Demonstrated experience leading teams and managing operational performance.

Preferred Qualifications

• Bachelors degree in business insurance or a related field.

• Ten or more years of proven management experience with multiteam or multisite leadership responsibility.

• Experience implementing process improvements technology solutions or operational transformation initiatives.

Occupational Requirements

• Requires onsite presence on a fulltime basis depending on business needs.

• No adverse working or environmental conditions expected.

• This position is designated as a People Leader.

Salary range is $98300 - $135000