We’re hiring a Claims Director and Site Manager in Phoenix, AZ

The company: Root is a company of 300 and (mindfully) growing. In March of 2015, we set out to build an insurance solution that did two things: 1) gave an unprecedented easy user experience and 2) used modern data to more accurately predict risk. We created a mobile car insurance app, and we changed the entire industry in the process.

The culture: Root is a venture-backed technology company. Our early signs of success are in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building it. We look for individuals who can find solutions by going through the cycle of ideation to implementation with curiosity and rigor. We expect every team member to lead with empathy and respect.

The role: As a Claims Director and Site Manager, you’ll play a critical role in leading Root’s Claims Operations in Phoenix in partnership with Root’s Claims leadership team at Root headquarters in Columbus, Ohio. This is a full-time position with the expectation that you will first work remotely and then transition to work at a physical office in Phoenix in spring/summer 2019. You will have reporting leaders handling litigation, liability, and auto damage - along with full oversight of the Phoenix operation. This role is vital to Root’s success as we continue to grow the scale and scope of our Claims team.


  • Directs all claims activities related to liability and auto physical damage within jurisdictions handled from the Phoenix office
  • Reviews the claims operations from point of assignment to file closure
  • Identifies issues in claim handling and recommends viable solutions
  • Collaborates with claims employees and other departments to develop claim processes and best practices
  • Recommends potential product developments and process improvements
  • Establishes the infrastructure necessary to detect, investigate and prevent violations of the company’s claim handling guidelines, both internally and externally
  • Assesses, develops, and implements internal controls associated with claims payments and quality of file handling
  • Provides technical claims recommendations in an effort to improve case outcomes
  • Provides analysis and reporting to claims operations and senior leadership in an effort to improve claim outcomes
  • Identifies the overall training needs of Claims team and works with training department to develop and carry out training
  • Presents results on trending and areas of opportunities as well as areas of excellence
  • Develops relationships with various third-parties involved in the claim handling process and identifies areas of improvement
  • Interacts and communicates effectively with claims leadership, business partners, and teammates
  • Leverages analytical business functions, including actuarial and data science teams, to identify trends and opportunities to achieve favorable claim results
  • Assists in KPI development that align with company objectives; monitor and reports results
  • Engages in learning opportunities to build knowledge of personal lines claims, court decisions impacting the claims function, current guidelines in claims function, and policy changes and modifications
  • Leads a team and provides development opportunities for direct reports
  • Recruits, retains and develops a highly motivated and accountable team of experienced and developing claim liability professionals
  • Always advocates for talent and builds capabilities to ensure strong leadership and technical talent bench strength
  • Provides expertise to team in reviewing, researching, investigating, negotiating, processing and adjusting claims

Required Skills and Competencies:

  • Bachelor’s degree or equivalent experience required
  • Continuous learning demonstrated by advanced certifications, industry specialization and/or claims programs
  • 8+ years of successful experience leading employees who complete liability investigations, including complex investigations that involved multiple claimants, witnesses and attorneys
  • Strong technical understanding of liability and casualty principles
  • Experience managing complex Personal Auto claims through closure, including claims that involved litigation and/or arbitration
  • Experience with property damage handling and appraising (preferred, but not required)
  • Ability to build collaborative working relationships
  • Communicates and collaborates effectively in a matrixed environment
  • High sense of professionalism while remaining empathetic
  • Familiarity with claims best practices required
  • Curious in nature
  • Great attention to detail
  • Self-starter and ability to work independently and effectively prioritize work
  • Ability to handle ambiguity and quickly adapt when changes occur
  • Strong written and oral communication skills
  • Ability to approach problems with an open mind

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at [email protected].