Reporting to the Senior Field Claims Manager, the Claims Mitigation Manager is responsible for researching and evaluating anomalous claims activity and developing strategies to improve claims performance. This role works closely with the claims team, field representatives, dealers, and internal management and administrative teams to identify trends, address opportunities, and drive effective claims mitigation.
The Claims Mitigation Manager also provides the Field with education, guidance, and resources to strengthen understanding of claims mitigation and the fixed operations functions that influence claims performance. Support is delivered primarily through virtual solutions, with approximately 50% travel required. Travel may include visits to dealerships for advanced claims activities and on-site support, as well as team-building events, training, and other business needs.
Responsibilities:
- Manage assigned dealers through the Claims Mitigation lifecycle, including initial review, mitigation recommendation, phase movement, progress monitoring, rehabilitation, perpetual mitigation, or escalation to leadership when additional business decisions are needed
- Translate claims data, dashboard findings, inspection results, and dealer behavior trends into clear, actionable narratives for Field partners, dealer leadership, internal stakeholders, and executive audiences
- Recommend and monitor appropriate mitigation controls, including targeted inspections, self-service tool adjustments, documentation requirements, dealer action plans, and other strategies designed to reduce avoidable claims impact
- Use knowledge of Fixed Operations service and/or warranty trends and practices to identify and escalate issues that arise around claim adjudication in the service department
- Ensure communication to key stakeholders is occurring on a regular cadence and make recommendations as appropriate
- Support high-level claims escalations when a non-standard solution, mitigation context, dealer relationship awareness, or cross-functional coordination is required, while reinforcing appropriate claims support channels for routine inquiries
- Deliver consultative support to dealer partners and Field teams by explaining claims performance drivers, reinforcing proper claims processes, identifying operational behaviors impacting results, and supporting practical action plans
- Maintain accurate documentation of dealer analyses, mitigation actions, stakeholder communications, phase movement, and dealer contact activity in the appropriate team systems to support continuity, visibility, and accountability
- Create and deliver Field-facing education, meeting content, dealer readiness support, and claims process guidance that improves understanding of topics such as claims mitigation, fixed operations impact, DealerSource/OCS usage, and portfolio performance
- Drive measurable mitigation outcomes by improving dealer progression, reducing avoidable claims impact, strengthening inspection discipline, increasing quality mitigation touchpoints, and supporting improvement in excess loss trends where dealer behavior can be influenced
Qualifications:
- Minimum of 3 years of experience in dealership Fixed Operations, Warranty Administration, Mechanical Claims, Claims Call Center operations, or a related claims/service environment
- Strong verbal and written communication skills with the ability to collaborate across departments, influence without authority, and tailor messaging for Field, dealer, claims, and leadership audiences
- Strong analytical, critical thinking, and presentation skills, with the ability to interpret claims data, identify trends, connect findings to business impact, and communicate clear recommendations
- Proven ability to manage multiple priorities, dealer assignments, projects, and stakeholder needs while maintaining follow-through and driving measurable results
- Working knowledge of JM&A products, service contract administration, claims processes, dealer operations, or the ability to quickly develop expertise in these areas
- Demonstrated ability to diagnose operational issues, conduct root-cause analysis, and develop practical recommendations that improve performance or reduce risk
- Strong professional judgment and conflict management skills, with the ability to navigate sensitive dealer, Field, and internal stakeholder conversations with professionalism
- Proficient in Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, and Teams; experience with Power BI or dashboard-based reporting is a plus
- Ability to support dealers and Field partners in both virtual and in-person settings, with willingness to travel up to 50% as business needs require
Preferred Qualifications:
- Bachelor’s degree
- ASE Certifications
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
