Director of Claims & Services

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Purpose of the Role

The Director of Claims & Services provides strategic and operational leadership across multiple claims and customer service departments, ensuring high‑quality claim outcomes, operational excellence, and consistent, positive experience for policyholders and distribution partners. This role oversees end‑to‑end claims and agency service operations, including workflow management, producer support, staff development, process optimization, and cross‑functional collaboration. The Director serves as a key advisor to senior leadership, driving innovation, strengthening organizational capabilities, and ensuring that departmental goals align with broader business objectives.

Essential Functions

• Operational Leadership - Oversees daily operations across multiple claims teams, ensuring service levels, quality standards, and productivity expectations are consistently met. Ensures seamless coordination between claims operations and agency support to deliver a unified customer and producer experience.
• Capacity & Workforce Planning - Monitors production volume, staffing levels, and resource allocation; recommends adjustments to maintain efficiency and meet business needs.
• Complex Claims Oversight - Reviews escalated, high‑severity, or unusually complex claims; provides guidance to ensure accurate, timely, and compliant resolution.
• Customer Experience Management - Triages and resolves customer inquiries; ensures timely follow‑up and identifies trends to improve service delivery. Strengthens relationships with agencies and distribution partners by ensuring responsive, knowledgeable, and solution-oriented support. Develop service standards and communication protocols to ensure consistent, high‑quality interactions.
• Strategic Planning & Execution - Contributes to departmental and organizational strategy; translates strategic goals into actionable plans for assigned teams.
• Process Improvement - Evaluates existing processes, identifies gaps, and leads initiatives to enhance efficiency, accuracy, and customer satisfaction.
• Cross‑Functional Collaboration - Partners with underwriting, legal, compliance, product, sales, and other business units to address issues impacting multiple disciplines.
• Performance Reporting - Prepares and presents operational reports, insights, and recommendations to senior leadership.
• Quality Assurance & Compliance - Ensures adherence to regulatory requirements, internal controls, and company policies.
• People Leadership - Coaches, mentors, and develops managers and staff; fosters a culture of accountability, continuous improvement, and professional growth. Build leadership capability within both claims and agency service teams to support long‑term organizational success.
• Change Management - Leads teams through organizational changes, new program implementations, and technology enhancements. Champions adoption of tools and platforms that improve communication, workflow efficiency, and customer experience.

Required Qualifications

• Associate degree.
• Eight to ten years of experience in claims operations, insurance, or a related field.
• Demonstrated experience leading teams and managing operational performance.

Preferred Qualifications

• Bachelor’s degree in business, insurance, or a related field.
• Ten or more years of proven management experience with multiteam or multi‑site leadership responsibility.
• Experience implementing process improvements, technology solutions, or operational transformation initiatives.

Occupational Requirements

• Requires on‑site presence on a full‑time basis, depending on business needs.
• No adverse working or environmental conditions expected.
• This position is designated as a People Leader.

Salary range is $98,300 - $135,000

PLEASE NOTE:

Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.

If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400.

Notice to Recruitment Agencies:

Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions.

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.

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Benefits and Compensation

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.