Claims Sr Manager

Position Summary

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

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As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

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Role and Responsibilities

The Claims Sr. Manager is responsible for the end-to-end management of final mile and parcel claims across 5 carrier and service provider relationships, leading a bi-national team of 15 - 6 based in the United States and 9 based in Mexico. At the core of this role is deep, practical experience in claims management: overseeing the full claims lifecycle, driving financial recovery, managing carrier relationships, and building high-performing teams that consistently deliver results across both final mile and parcel claim types. Equally important is the ability to bring a strong systems and technology mindset to the role - the Claims Sr. Manager will be expected to leverage automation, AI-driven tools, and advanced analytics to modernize claims operations, improve processing efficiency, and surface insights that reduce risk and financial exposure. We are looking for a seasoned claims professional who brings both the operational credibility to lead a high-performing team and the vision to shape the future of how claims are managed - through smarter systems, intelligent automation, and a data-driven approach that sets a new standard for the function.

Claims Operations & Lifecycle Management

• Oversee the full claims lifecycle - from intake and documentation through submission, negotiation, resolution, and financial recovery - across all 5 final mile and parcel provider relationships.
• Establish and enforce standardized claims intake processes, documentation requirements, and submission timelines to maximize recovery rates and minimize financial write-offs.
• Monitor and manage claims aging across the portfolio; escalate unresolved or disputed claims and ensure all carrier-imposed filing windows and deadlines are consistently met.
• Develop and maintain claims playbooks, standard operating procedures (SOPs), and training materials for both the US and MX teams to ensure consistency, compliance, and quality.
• Oversee both final mile (large-format, in-home delivery) and parcel claims, recognizing the distinct documentation, liability, and resolution requirements of each claim type.

Systems, Technology & AI

• Own and optimize the claims management system stack, including carrier portal integrations, TMS connectivity, and EDI/API feeds, ensuring the team has reliable, efficient tools to manage claims across all 5 providers.
• Lead the evaluation and adoption of AI and automation tools to improve claims processing efficiency, including intelligent claim routing, automated documentation review, damage image recognition, and predictive denial flagging.
• Partner with IT and Product teams to define business requirements, prioritize system enhancements, and build the roadmap for next-generation claims technology capabilities.
• Leverage AI-driven analytics and predictive modeling to forecast claim volumes, identify high-risk carriers or routes, optimize resource allocation, and proactively surface trends before they become financial liabilities.
• Champion a data-first culture within the claims team, ensuring analysts are proficient in using reporting platforms, dashboards, and AI-assisted tools to drive smarter, faster decision-making.

Team Leadership & Development

• Directly lead, coach, and develop a bi-national team of 15 claims analysts and specialists - 6 in the US and 9 in Mexico - fostering a high-performance, collaborative, and accountable team culture.
• Set clear individual and team performance goals, conduct regular performance reviews, and provide ongoing feedback, development opportunities, and career pathing for all direct reports.
• Manage workload distribution across both teams, balancing capacity and ensuring equitable, efficient claim assignments by provider, claim type, and complexity.
• Build cross-border team cohesion through regular syncs, aligned operating cadences, and inclusive leadership practices that account for regional and cultural differences between the US and Mexico teams.
• Identify training needs and skill gaps; develop targeted programs to upskill the team on claims systems, carrier contract terms, documentation standards, and analytical tools.

Carrier & Provider Relationship Management

• Serve as the primary point of escalation and accountability for claims-related matters across all 5 final mile and parcel providers, maintaining productive working relationships with each carrier’s claims department.
• Lead regularly scheduled claims review meetings with carrier partners, tracking open claims, dispute resolution progress, denial trends, and overall recovery performance.
• Negotiate disputed or denied claims with carrier representatives, leveraging contract terms, evidence documentation, and data to maximize financial recoveries on behalf of Samsung.
• Collaborate with the Director of Final Mile Logistics to incorporate claims performance data and denial trends into carrier contract renewals, SLA structures, and penalty frameworks.
• Monitor carrier claims portals and systems, ensuring team access, process compliance, and timely submissions aligned with each provider’s specific requirements.

Damage Prevention & Root Cause Analysis

• Analyze claims data by carrier, route, product type, damage category, and handling stage to identify systemic trends and root causes driving claim volumes and financial exposure.
• Partner with Logistics Operations and Carrier Management teams to translate root cause findings into actionable corrective measures, including packaging improvements, handling protocol updates, or targeted carrier performance interventions.
• Develop and maintain a claims intelligence dashboard that surfaces real-time trends, recovery rates, denial reasons, and cost impacts for leadership and cross-functional visibility.
• Proactively share insights with cross-functional stakeholders to drive upstream improvements that reduce claim frequency and severity over time across all 5 provider relationships.

Financial Management & Reporting

• Own the tracking, forecasting, and reporting of all claims-related financials, including gross claim value, recovery amounts, denial rates, and net financial exposure across all providers and claim types.
• Partner with Finance and FP&A to ensure accurate accruals, month-end close inputs, and budget alignment for claims recovery and write-off activity.
• Deliver regular executive-level reporting on claims performance, financial recovery, team productivity, and carrier accountability metrics to the Director of Final Mile Logistics and senior leadership.
• Identify and execute opportunities to reduce net claims costs through improved recovery rates, faster resolution cycles, and proactive damage and loss reduction initiatives.

Process Improvement & Systems

• Continuously evaluate and improve claims processes, workflows, and tools to increase efficiency, accuracy, and recovery performance across both the US and MX teams.
• Partner with IT and Operations to assess, implement, and optimize claims management systems and carrier portal integrations that support the team’s day-to-day operations.
• Lead automation and digitization initiatives to reduce manual claim handling, improve documentation quality and accuracy, and accelerate overall resolution timelines.
• Benchmark claims operations against industry standards and best practices; identify gaps and develop improvement roadmaps to close them.

Cross-Functional Collaboration

• Work closely with Customer Experience teams to align claims resolution timelines with customer communication standards and satisfaction goals.
• Partner with Legal and Compliance to manage high-value or legally complex claims, ensuring proper documentation, escalation, and resolution in line with company policy.
• Collaborate with Supply Chain and Reverse Logistics teams to ensure accurate product disposition, inventory reconciliation, and cost recovery on returned and damaged goods.
• Support the Director of Final Mile Logistics in executive-level claims reporting, strategic planning sessions, and carrier contract negotiations.

Skills and Qualifications

Qualifications

Required

• 7+ years of experience in logistics claims management, transportation, supply chain, or a related operations function.
• 3+ years of direct people management experience, with a demonstrated track record of leading and developing multi-person teams.
• Proven experience managing final mile and/or parcel carrier claims across multiple provider relationships.
• Strong understanding of carrier liability frameworks, claims filing requirements, and contract-based recovery processes.
• Experience managing cross-border or bilingual teams; ability to lead effectively across US and Mexico operations.
• Proficiency in claims management systems, carrier portals, and data reporting tools (e.g., Excel, Power BI, or equivalent).
• Demonstrated experience working with or implementing AI-assisted tools, automation platforms, or advanced analytics systems within a logistics or operations environment.
• Strong analytical, negotiation, and problem-solving skills with a focus on financial recovery and continuous improvement.
• Excellent written and verbal communication skills, with the ability to present clearly to senior leadership.

Preferred

• Experience supporting D2C or omnichannel retail logistics operations, particularly for large-format products (appliances, consumer electronics).
• Familiarity with Samsung or comparable consumer electronics and appliance supply chain environments.
• Experience working with TMS platforms and carrier EDI/API integrations for automated claims processing.
• Hands-on experience with AI/ML-powered claims or logistics platforms (e.g., predictive damage scoring, automated claims triage, computer vision for damage assessment).
• Knowledge of relevant legal and regulatory frameworks governing carrier liability and freight claims (e.g., Carmack Amendment, carrier tariff terms).
• Six Sigma, Lean, or equivalent process improvement certification or experience.

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