Director, Claims and Loss Prevention
Forward Air · Groveport
The Director, Claims provides strategic leadership and oversight of the organization's claims management function across a distributed LTL, brokerage, and multimodal transportation network. This role is responsible for the financial performance, operational effectiveness, compliance, and continuous improvement of claims operations, including claims intake, investigation, defense, settlement, and recovery. The Director partners closely with Operations, Sales, Legal, Risk, Insurance, and Quality teams to drive consistent claims handling practices and improve claim outcomes across the enterprise. This leader will establish governance frameworks, ensure regulatory compliance, and serve as a key advisor on claims-related matters while fostering a high-performing, customer-focused claims organization.
How Success is Measured:
Claims severity and settlement outcomes
Total paid claims vs. revenue
Claims cycle time and settlement consistency
Remote team performance and engagement
Audit and compliance outcomes
Responsibilities
Lead the end-to-end claims lifecycle across LTL, brokerage, and multimodal operations, ensuring timely and consistent resolution of claims.
Establish and maintain claims handling standards, settlement authority guidelines, escalation protocols, and documentation requirements.
Manage claims severity, financial exposure, and total paid claims through disciplined governance and sound decision-making practices.
Ensure claims decisions are aligned with contractual liability obligations, insurance coverage provisions, company policies, and regulatory requirements.
Partner with Legal, Risk Management, and Insurance teams to manage high-exposure claims, litigation matters, and liability-related issues.
Lead, coach, develop, and evaluate a geographically dispersed team of claims professionals while building organizational capability and succession plans.
Establish performance expectations, key performance indicators, and accountability measures for direct and indirect reports.
Develop and manage claims analytics, dashboards, executive reporting, and trend analyses to drive informed business decisions.
Analyze claims frequency, severity, customer, commodity, lane, terminal, and operational trends to identify risk reduction and cost containment opportunities.
Quantify financial leakage and implement strategies to improve claims handling effectiveness, recovery outcomes, and operational performance.