Phoenix, Arizona

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards - a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For 89 years we’ve thrived by staying a step ahead of whatever’s coming next - to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Family Summary

The Leadership Function is reserved for individuals who develop claims strategy, administer quality management initiatives, and administer change management initiatives. Field Leadership is responsible for the operation, strategy, profitability, and growth of one or more lines of business, the coordination of functions, and the development or implementation of policies.

Job Summary

The Commercial Casualty Claim Director is responsible for directing the operations and claim activities of a Claim Service Area (CSA) within one of the nationwide Centralized Services functions. The individual contributes to the achievement of the area’s profit and loss (P&L) and has overall accountability for loss cost and expense management, customer experience outcomes, and compliance.

Key Responsibilities

Customer Service
  • Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
  • Manages and resolves escalated customer communications, concerns, conflicts or issues
  • Reviews customer satisfaction results; develops and directs business unit action plans
  • Creates strategies and/or solutions that enhance the CSAs ability to deliver service to customers

Key Responsibilities Cont'd

Strategic and Operational Management
  • Create and drive the future strategy of the CSA
  • Directs the analysis, reporting, and forecasting of loss cost severity and claims expense management
  • Maximizes innovation and continuous improvement of claims customer experience
  • Collaborates with Home Office and Senior Regional Field Leaders (Field VP, Controller, Product Manager, Marketing, Human Resources and Sales Leaders) to manage growth and profitability and identify strategic opportunities for cross-functional improvement
  • Collaborates with Customer Experience and Agency Sales to leverage and grow claims agency relationships and coordination of national level programs
  • Directs and oversees strategic planning for the region in alignment with long-term corporate objectives
  • Manages vendor relationship and vendor application strategy
  • Directs best practice analysis and process improvement research and development to test and apply technology techniques and trends applicable to claims disciplines

Key Responsibilities Cont'd

Strategic and Operational Management
  • Monitors overall compliance with established claim policies, practices, and procedures and motivates employees to superior process compliance and performance through personal direction and leadership
  • Collaborates with area managers and leaders to identify CSA and MCO trends and directs the implementation of solutions and opportunities for improvement to achieve key results
  • Provides feedback and insight to Senior Leadership on significant trends, issues or opportunities
  • Maintains a proper balance of employees to achieve business results and resource continuity; identifies employees and managers for succession planning and leadership development; and develops opportunities for cross-functional and leadership opportunities
  • Supports maximum professional development, personal contribution, and superior performance of employees
  • Executes performance management, education strategy, and deployment plans for CSA employees

Key Responsibilities Cont'd

Supervisory/People Management
  • Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
  • Ensures understanding of business objectives, results, processes, etc. with their direct reports
  • Implements strategic change through managers
  • Manages staff and effectively uses performance management to improve and/or reward employee performance
  • Monitors staffing levels and workloads
  • Effectively coaches and provides development/career guidance for direct reports
  • Administers company Human Resources policies


  • Bachelors degree in related field preferred or equivalent experience
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Applies highly advanced knowledge of insurance policy, coverage, and regulation
  • Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
  • Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
  • Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Applies highly advanced knowledge of problem solving and preparation of complex reports for analysis
  • Applies highly advanced ability to leverage learned technical skills in support of team objectives
  • Applies highly advanced negotiation and/or arbitration skills

Knowledge/Skills/Abilities/Experience Cont'd

  • Applies highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Applies highly advanced problem solving skills to continuously improve business outcomes
  • Ability to assist leadership in achieving business unit objectives
  • Applies highly advanced knowledge of training facilitation and coaching skills
  • Ability to investigate, evaluate and settle highly complex claims
  • Provides highly advanced individual decision making within authority limits
  • Works within highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise
  • Has and maintains all appropriate licenses and registrations for the role per state requirements
  • Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary - but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter , Facebook , Instagram and LinkedIn or watch a video .

Phoenix, Arizona

Allstate Work Environment Allstate is a great place to work! Allstate is a place of advanced technology, innovative products and unlimited opportunity. With more than 20 million customers, Allstate is the largest publicly held property and casualty insurance company in the nation. We have tremendous opportunities for those self-starting people who are looking for challenge, and ready for change. Diversity Our Diversity and Work/Life Strategy is an integrated approach to attract, retain and motivate our workforce. Some of the processes encompass: Affirmative Action,Work/Life and Wellness Initiatives, Diversity Education, Recruitment, Career Advancement and Development Leadership, Accountability Measurement, Mentoring Programs, Support Networks and Community Involvement. Culture Our business is one that is built on caring - a value that has been at the core of our relationship with customers, employees and agents for more than 70 years. Allstate has built its reputation on promising to be there when customers need help to protect their lives, families, property and communities. Our long heritage of caring and commitment is expressed through partnerships, volunteerism, grants, investments, safety and market initiatives. Our history is a testament to our culture: Allstate is a company of people who care.

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