Job Summary:
The Process & Strategy Manager is responsible for leading the design, optimization, and execution of claims operational processes to improve efficiency, quality, customer experience, and business outcomes. This role acts as a strategic partner to Claims leadership, identifying opportunities for improvement, facilitating cross-functional initiatives, and ensuring operational strategies align with organizational goals. The Process & Strategy Manager combines analytical thinking, problem-solving, and strong business acumen to drive measurable results across the claims organization.
Duties & Responsibilities:
Process Optimization & Operational Excellence
Evaluate end-to-end claims workflows to identify bottlenecks, redundancies, and improvement opportunities.
Lead process mapping, root-cause analysis, and continuous improvement initiatives using methodologies such as Lean, Six Sigma, or similar frameworks.
Develop standardized operating procedures (SOPs) and ensure consistent adoption across teams and markets.
Measure process performance using KPIs and ensure processes support regulatory and compliance standards.
Strategic Planning & Execution
Partner with Claims leadership to define operational strategies that support business goals and customer experience objectives.
Lead cross-functional projects related to claims transformation, automation, vendor integration, and workflow modernization.
Monitor industry trends and emerging technologies to recommend, vet, and innovate solutions that enhance claims performance.
Facilitate communication between cross-functional partners including IT, Compliance, Legal, Product, and Customer Experience.
Provide training, documentation, and support to ensure successful implementation and adoption of process changes.
Ensure processes align with regulatory requirements, company policies, and best‑practice standards.
People Leadership
May supervise a direct report(s), such as a Process Strategy Consultant or Analyst, in alignment with organizational growth.
Provide coaching, development, and performance feedback to support team member success.
Foster a culture of continuous improvement, accountability, and collaboration.
Required Qualifications:
Education
Bachelor’s degree (or equivalent experience)
Experience
5+ years of experience in insurance claims operations, process management, or business strategy.
3–5 years of experience in the Claim’s organization as a leader of people.
Knowledge/Skills/Abilities (KSAs):
Strong analytical and problem-solving skills; proficiency with data analysis tools (Excel, Power BI, etc.).
Demonstrated experience leading process improvement or operational transformation initiatives.
Excellent communication, presentation, and stakeholder‑management skills.
Experience with claims system platforms (e.g., Guidewire, SmartComm, CCC).
The starting pay range for this position is:
$109,100.00 - $160,800.00Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
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Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify
The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).