About the RoleDoorDash is seeking a Senior Claims Specialist, Insurance Claims Operations to serve as the team's go-to expert for assessing risk and managing our highest-severity, most sensitive claims through to closure.
This role is responsible for assessing risk and severity on the most difficult claims, taking ownership of high-severity escalations, mentoring Claims Specialists, and coordinating closely with cross-functional teams across Legal, Risk & Insurance, Actuarial, and Quality Assurance. You'll utilize, help build, and scale AI-enabled tools and workflows across the team, bringing an extremely solution-oriented mindset to how the team adopts change, and contribute to training materials and process improvements based on your hands-on claims expertise.
This is an ideal opportunity for someone who is extremely solution-oriented and enjoys assessing risk, managing high-severity claims through to closure, sharing their expertise with others, and helping the team navigate change with a positive mindset in a fast-paced, technology-driven environment.
This position will report to a Supervisor, Insurance Claims Operations and is remote. Onboarding takes place Monday through Friday during the first 4-6 weeks. After onboarding, the regular work schedule may fall on Monday through Saturday between 7:00 a.m. and 7:00 p.m., based on business needs.
You're excited about this opportunity because you will- Assess risk and severity on the most complex or sensitive incidents, applying operations expertise to recommend next steps.
- Take ownership of high-severity escalations, coordinating closely with cross-functional partners - including Legal, Risk & Insurance, Actuarial, and Quality Assurance - to keep the most difficult cases moving and ensure the right people are involved at the right time.
- Serve as a go-to resource and subject matter expert for Claims Specialists.
- Spot patterns and root causes across incidents, and surface process, policy, or workflow gaps to your Supervisor and the broader Claims Operations team.
- Utilize, help build, and scale AI-enabled tools and automation, providing frontline feedback that shapes how they roll out to the wider team.
- Support quality by reviewing case work, sharing feedback, and helping close skill gaps on the team.
- Contribute to training materials, playbooks, and process documentation based on hands-on claims experience.
- Bring an extremely solution-oriented mindset to process, tool, and policy changes, helping the team navigate change with positivity.
We're excited about you because...- 4+ years of hands-on claims operations experience (e.g., bodily injury, property, Commercial Auto, General Liability, or Workers' Compensation), including experience assessing risk and severity on high-value or sensitive claims.
- Strong risk-assessment skills - able to judge severity and exposure quickly, and know when and how to escalate.
- Experience mentoring or informally guiding less experienced Claims Specialists.
- Strong analytical and problem-solving skills, with the ability to identify root causes and recommend corrective action.
- Comfortable utilizing, building, and scaling AI-enabled tools and automation, and providing feedback that improves them.
- Strong written and verbal communication skills, including with external carrier and TPA partners.
- Ability to handle sensitive and confidential information with discretion.
- An extremely solution-oriented mindset - leading with positivity and helping others adjust to change rather than resist it.
