Program Leader - Crash and Claims Support

Program Leader - Crash and Claims Support Department: Safety, Security & Insurance Team: Safety, Security & Insurance Location: Chicago, United States Type: Full-Time **About the Role** We have an exciting opportunity within our US & Canada Claims operations. In this fast-paced environment, you’ll tackle complex challenges, implement innovative process improvements, and deliver exceptional vehicle crash support and claims customer experiences. Join us to make a meaningful impact and shape the future of claims outcomes through your expertise and strategic vision. As part of the US & Canada Vehicle Crash and Claims Experience team, you’ll leverage your skills and experience to address evolving challenges, drive operational excellence, and contribute to groundbreaking strategies that redefine industry standards. If this aligns with your passion and expertise, we want to hear from you! We’re looking for a Program Leader to help shape and realize the vision and strategy of our Vehicle Crash and Claims Experience team. This role will be responsible for building program foundations, evaluating the effectiveness of existing support and claims processes, and striving for industry leading claims experience. What You'll Do - Define and drive the end-end process from customer reporting to claims submission that allows for an empathetic and seamless customer experience - Be comfortable with ambiguity, lead through influence, and partner with various teams and business stakeholders to drive decisions and projects to completion - Partner with cross-functional teams to influence key metrics and continuously improve claims processes serving as a functional expert across Crash and Claims support - Measure and evaluate processes and drive continuous process improvement with an eye towards customer satisfaction - Ensure launch readiness from a product quality perspective: Partner with CO & InsurTech product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling. - Champion Craftsmanship: Embed a culture of quality across all teams — advocating for bug free product, great fit and finish, and excelle