Director, Physical Damage (Total Loss)

This position is hybrid (4 days in office / 1 day remote) in Webster, MA

MAPFRE Insurance is seeking a strategic and results-driven Director, Total Loss to lead our Total Loss and Salvage operations. This high-impact leadership role is responsible for ensuring accurate vehicle valuation and disposition, optimizing salvage recovery, and delivering exceptional customer experiences. If you’re passionate about operational excellence, transformation, and team development, this is your opportunity to make a meaningful impact.

Role Overview

As Director, you will:

• Lead daily operations for Total Loss and Salvage teams and have oversight of our Catastrophe Response unit.
• Manage vendor relationships and ensure compliance across all jurisdictions.
• Drive automation and modernization of total loss workflows.
• Champion customer-centric processes and service excellence.
• Develop and lead high-performing teams with a focus on continuous improvement.
  
  
  

Responsibilities

Operational Leadership

• Oversee daily operations of Total Loss and Salvage teams, ensuring timely and accurate claim resolution and salvage recovery.
• Manage relationships with salvage vendors, auction platforms, and third-party processors to ensure compliance, efficiency, and financial performance.
• Ensure proper valuation of total loss vehicles using industry tools and standards; oversee title handling and documentation processes.
• Monitor operational metrics including cycle time, salvage return rates, and customer satisfaction to identify and address performance gaps.
• Ensure adherence to regulatory requirements across all states, including salvage laws, title transfer protocols, and lienholder communications.
  
  
  

Transformation & Innovation

• Lead initiatives to automate total loss identification, valuation, and salvage disposition processes to reduce cycle time and improve accuracy.
• Collaborate with IT and Claims Innovation teams to implement digital tools and integrations with salvage platforms and valuation systems.
• Evaluate and redesign workflows to improve scalability, reduce manual effort, and enhance customer and partner experience.
• Stay informed on industry trends and emerging technologies in salvage and total loss management; pilot innovative solutions.
• Align total loss and salvage strategies with broader organizational transformation goals and digital modernization efforts.
  
  
  

Customer Experience

• Ensure total loss customers receive clear, empathetic, and timely communication throughout the claim lifecycle.
• Monitor customer feedback and satisfaction scores to identify service gaps and implement improvements.
• Partner with Customer Experience and Communications teams to streamline messaging and enhance transparency in total loss processes.
• Promote consistency and professionalism in interactions with policyholders, lienholders, and external partners.
• Resolve escalated customer issues and regulatory inquiries with urgency and care.
  
  
  

Talent Development & Leadership

• Lead and develop a team of managers and specialists in total loss and salvage operations.
• Establish clear performance expectations and provide coaching, feedback, and development opportunities.
• Foster a culture of accountability, innovation, and continuous improvement.
• Identify future skill needs and support training initiatives to build team capabilities.
• Promote diversity, equity, and inclusion in hiring, development, and leadership practices.
  
  
  

Qualifications

• Bachelor’s Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
• 7–9 years of relevant experience, or Associate’s Degree plus 9–11 years.
• Proven leadership in claims operations, transformation, and team development.
• Strong analytical, strategic thinking, and communication skills.
• Proficient in Microsoft Excel, including advanced functions such as Pivot Tables.
• Skilled in Microsoft PowerPoint, with the ability to create and deliver impactful presentations.
• Adjusters license preferred, but not required.
  
  
  

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at MAPFRE are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $121,100 - $164,700

Thank you for considering MAPFRE Insurance as part of your career journey.

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.