Job Description
The Inside Claims Service Leader is responsible for leading a large, complex property claims organization through a team of Claims Service Leaders, with oversight of 100+ employees across a high-volume, multi-peril claims environment. This role provides leadership across a diverse portfolio of claims ranging from everyday wind and hail losses to more complex smoke and fire claims.

The leader is accountable for driving service excellence, operational performance, claim quality, and employee engagement while maintaining accountability for claim outcomes, operational execution, and customer experience. This position plays a critical role in executing business strategy, leading change, developing talent, and ensuring consistent claims handling practices across the organization. The ideal candidate brings strong operational leadership experience, the ability to lead through leaders, and a proven track record of delivering results in dynamic claims environments.

Schedule, Travel & Hiring Locations

Work Schedule:
This role requires flexibility to support business-critical claim operations, catastrophe events, and periods of increased claim volume. During catastrophe activations and other peak operational periods, leaders may be required to work extended schedules, including evenings, weekends, and hours outside of a traditional workday. Availability to support catastrophe operations and evolving business needs is an essential aspect of this role.

Travel:
Travel is required to support catastrophe operations, leadership meetings, training events, employee engagement activities, and other business needs.

This role is a remote, home-based position within the United States but is unavailable to California, Alaska, and Hawaii residents. Your home office does not need to be near an Allstate office, but it does need to be in the United States.

Customer Service

This position leads a group of Claims Service Leaders within a high-volume, multi-peril inside property claims environment. The role is responsible for executing claims strategy, driving service excellence, administering quality management protocols, and leading change management initiatives. Leadership is accountable for operational performance, customer outcomes, claim results, and the coordination of functions across the organization.

The individual analyzes operational results and develops strategies and action plans to achieve business objectives related to customer service, claim quality, productivity, loss cost management, and expense controls. This leader is responsible for complex claim decisions, talent development, succession planning, and implementing short- and long-term operational strategies and process improvements. The position also oversees human resource activities, including workforce planning, hiring, performance management, coaching, and employee development.

• Ensures teams maintain a strong connection to the customer by understanding and meeting customer needs while delivering empathetic, timely service.
• Drives service excellence and accountability across the organization while maintaining accountability for claim outcomes and customer experience.
• Manages and resolves escalated customer concerns, communications, conflicts, and service issues.
• Reviews customer satisfaction results and operational metrics; develops and executes action plans to improve performance.
• Develops and implements business strategies that support customer-focused outcomes and operational excellence.

Administration and Operational Management

• Establishes operational strategies, goals, and objectives for Claims Service Leaders.
• Oversees a diverse all-perils claim portfolio, supporting a high-volume, multi-peril environment with a wide range of claim severities, from everyday wind and hail losses to more complex smoke and fire claims.
• Develops and implements strategies that improve operational effectiveness, claim quality, and service delivery.
• Analyzes key business metrics and operational reports to identify trends, opportunities, and areas for improvement.
• Drives execution and accountability across teams while ensuring alignment with organizational objectives.
• Ensures compliance with company policies, procedures, regulatory requirements, and reporting standards.
• Identifies business challenges and develops solutions that improve customer, employee, and operational outcomes.
• Partners across the organization to drive consistent claim handling practices, operational efficiency, and service excellence.

Supervisory / People Management

• Leads through a team of Claims Service Leaders, overseeing organizations of significant size and complexity.
• Fosters a collaborative, inclusive environment that inspires engagement, accountability, and high performance.
• Coaches, develops, and mentors leaders to strengthen performance and build leadership capability.
• Drives succession planning, talent development, and employee retention initiatives.
• Connects organizational objectives to team priorities and results.
• Leads and implements change initiatives that support evolving business and customer needs.
• Communicates business trends, priorities, and operational expectations effectively across the organization.
• Promotes a culture of continuous improvement, customer focus, and operational excellence.

You're a Great Match for This Role If You Have:

• Bachelor's degree in a related field preferred or equivalent experience
• 3+ years of management experience leading large teams
• 7+ years of property claims experience
• Ability to achieve business unit objectives and drive operational results
• Ability to investigate, evaluate, and resolve highly complex claims
• Demonstrated ability to effectively introduce, lead, and sustain change
• Ability to influence outcomes and drive service excellence across a large organization
• Experience leading through leaders and managing large, complex organizations preferred
• Experience in an Inside Claims leadership role preferred
• Experience managing high-volume, multi-peril claims operations preferred
• Experience leading both CAT and non-CAT claims teams preferred
• Has and maintains all appropriate licenses and registrations required for the role in accordance with state requirements

Notice of Licensing Requirement

As a condition of employment, your office/area may require you to obtain an adjuster and/or appraiser license, which includes passing an additional background check with the Department of Labor. If applicable, you will be required to secure license(s) within 60 days of hire.

Technology & Internet Requirements

50 MBPS download and 5 MBPS upload. In addition, wired internet connections are recommended for optimal experience and may be required for certain customer-facing roles.

This position is eligible for a monthly connectivity reimbursement to offset the costs of internet and phone expenses.

Notes

The preceding description is not designed to be a complete list of all duties and responsibilities. Employees may be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

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Skills
People Leadership, Performance Management (PM), Property Claims, Stakeholder Relationship Management, Workforce Planning

Compensation
Base compensation offered for this role is $110,000.00 - 204,700.00 / annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.