Director, Claims Triage

Job Description

Business Title(s): Director, Claims Triage

Employment Type: Full-Time

FLSA Status: Exempt

Location: In-Office (Richmond, VA; Omaha, NE; Albany, NY; Chicago, IL; Los Angeles, CA; Houston, TX; New York, NY)

Summary: We are looking for a highly capable Claims Triage Director to join our Claims team and work from either our Richmond, VA or Omaha, NE offices. Alternatively, we can also fill this role in our offices in Albany, NY, Chicago, IL, Los Angeles, CA, Houston, TX, or New York, NY. The Director, Claims Triage leads a nationwide triage operation, managing a fast‑paced team responsible for the time‑sensitive intake and accurate routing of workers' compensation, liability, and property claims. This role drives a best‑in‑class triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. The Director also oversees budgeting, talent development, and stakeholder relationships to maintain a high‑performing, customer‑focused team.

This is a 100% in‑office position. Candidates must be able to work on‑site at a designated company office during standard business hours.

Essential Responsibilities

• Manage a team of 3 Senior Triage Specialists along with a Triage Team Lead who manages a team of 4 Triage specialists responsible for claim intake, assignment, and preliminary information gathering and decision making. The team has accountability for internal and external customers throughout the U.S. Hours of operation are 7 am–7 pm Eastern Time, which may sometimes require a presence in the office during non‑standard office hours. Currently the department triages claims for workers’ compensation, liability, inland marine, and property claims for both the United States and Bermuda.
• Establish, refine and evolve best‑in‑class Triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking.
• Drive continuous improvement through initiatives involving employees, processes and technology. Lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.
• Working with the SVP – Global Claims Operations partner with key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department and the Triage department can meet its Critical Success Goals and the company can meet both growth and profitability targets.
• Create and maintain a positive working relationship with all direct reports, peers, and other claims department managers to ensure the Triage Department operations add value and meet or exceed the needs of internal stakeholders and are compliant with set expectations.
• Manage expenditures for the Triage Department to budget/plan.
• Support the professional claims selection process to retain claims professionals that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service.
• Conduct Development Reviews and engage direct reports in developmental and skill‑building opportunities.
• Train and mentor staff.
• Act as a role model demonstrating belief in, and commitment to, the aspiration values of Argo Group, continuing to build and lead a value‑based organization committed to long‑term success.

Qualifications / Experience Required

• Proven people management experience, advanced knowledge of triage claims and process improvement, and an exceptional customer service focus, typically obtained through:
  • Minimum 7 years claims operations experience, including 4 years in a People Leadership capacity. Prior experience as a claims adjuster is helpful.
  • Bachelor's degree required, or four additional years of claims operations experience in addition to the 7 mentioned above.
  • Six Sigma Black Belt certification strongly preferred.
  • A combination of experience, technical and strategic skills, and practical know‑how to oversee the design, building, and management of an AI system based on LLM that is reliable, adaptable, and works well.
  • Experience setting up processes for tracking AI performance, analyzing errors, and using feedback to continuously improve the quality and reliability.
  • Ability to create structured and clear prompts to guide the AI model to deliver accurate and reliable results.
• Must have good business acumen (understand how an insurance company works and makes money, including how this role impacts both Argo Group's and our customers' ability to be profitable).
• Proven leadership capabilities with sound influence in dealing with challenging situations.
• Independent decision maker – takes full responsibility for making decisions and consequences associated with decisions.
• Recognized as a leader within the organization that provides advice and guidance to others.
• Polished and professional written and verbal communication skills with the ability to build consensus both internally and externally. The ability to read and write English fluently is required.
• Strong customer service focus.
• Strong analytical and presentation skills.
• A strong focus on execution in getting things done right. Proven ability to consistently produce and deliver expected results to all stakeholders by:
  • Finding a way to achieve success through adversity.
  • Being solution (not problem) focused.
  • Thinking with a global mindset first.
• Client focus – the ability to effectively determine specific client needs and to provide value‑added solutions.
• Demonstrates inner strength. Has the courage to do the right thing and demonstrates it on a daily basis.
• Intellectual curiosity. Consistently considers all options and is not governed by conventional thinking.
• Ability to build commitment both internally and externally. Ability to communicate corporate vision and to gain support for your views, opinions and decisions.
• A team builder, someone who understands that success is dependent upon the performance of the team and not individual team members. Creates strong morale and spirit within the team: shares wins and celebrates success as a team.
• Ability to establish mentoring relationships with key employees and participate in the development of succession and training plans for critical positions.
• Ability to develop and communicate claim management reports for accurate and timely reflection of support staff performance and impact on the claims department.
• Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast‑paced environment that is evolving constantly.
• Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information.
• Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.

Preferred Qualifications

• The ability to read and write Spanish fluently is considered a plus.

Salary Range

Albany and Chicago: $132,294 – $155,856

Los Angeles and New York City: $144,126 – $170,136

Base salary ranges are location‑specific. All employees are eligible for an annual bonus based on company and individual performance and receive a generous benefits package.

Benefits and Compensation

We offer a competitive compensation package, performance‑based incentives, and a comprehensive benefits program including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical), including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.