Head of Claims

<p>At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.</p> <p>We are seeking a visionary and operational leader to act as the "General Manager" for our Claims function. Navigating the complex, high-volume environment of modern mobility platforms requires a world-class risk management organization. This is a dynamic leadership position at the intersection of risk operations, public policy, and corporate strategy, responsible for managing substantial auto liability and casualty exposures.</p> <p>In this role, you will oversee our Third-Party Administrator (TPA) and carrier landscape, drive aggressive cost-mitigation strategies, and position the Claims organization as the company’s "Early Warning System" for risk. You will be a vital cross-functional partner, translating complex front-line claims data into actionable intelligence for Actuarial, Legal, and Legislative teams to protect our long-term cost of risk. The ideal candidate is an expert problem-solver and tech-forward thinker who balances deep operational expertise with high empathy, capable of leading a resilient team through structural change and navigating ambiguity at scale.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li><strong>Claims Strategy &amp; Execution:</strong> Define and drive the comprehensive claims strategy for our rideshare operations and associated corporate programs. Ensure end-to-end claim management execution perfectly aligns with the company’s broader financial objectives and risk tolerance.</li> <li><strong>Complex Partner &amp; TPA Landscape Management:</strong> Architect and oversee the claims provider landscape. Lead the vetting, selection, and integration of claims providers. Set stringent Service Level Agreements (SLAs), conduct rigorous audits, and drive strict accountability to ensure external partners deliver on operational excellence.</li> <li><strong>Severe Casualty &amp; Litigation Management:</strong> Provide direct oversight and strategic consultation on high-exposure, complex, and high-profile casualty claims. Work hand-in-hand with internal Legal counsel to craft winning litigation strategies, guide appropriate reserving practices, and drive optimal resolutions.</li> <li><strong>Predictive Analytics &amp; "Early Warning" Identification:</strong> Move the Claims function from reactive management to predictive intelligence. Utilize massive data ecosystems and our Risk Management Information System (RMIS) to spot loss trends, detect fraud vectors early, and provide decision-ready insights to Actuarial and executive leadership before they impact reserves.</li> <li><strong>Cross-Functional &amp; Policy Advocacy:</strong> Step beyond traditional operational boundaries to serve as a critical liaison between Claims, Product, Engineering, Safety, Legal, and Actuarial. Translate operational data into compelling policy narratives, supporting legislative initiatives and structural reforms that lower the company's long-term cost of risk.</li> <li><strong>Team Leadership &amp; Legacy Building:</strong> Lead, mentor, and scale a multifaceted Claims organization spanning First Notice of Loss (FNOL), Customer Care, Quality Assurance, and Advocacy. Cultivate a highly engaged culture of continuous improvement, psychological safety, and operational excellence, building a resilient leadership bench.</li> <li>&nbsp;</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li><strong>Experience:</strong> 15+ years of progressive leadership within Claims Operations, Risk Management, or Insurance Strategy, with heavy emphasis on commercial auto and general liability within the transportation, logistics, or gig-economy sectors.</li> <li><strong>Technical Claims Expertise:</strong> Deep proficiency in complex casualty litigation, reserving methodologies, and actuarial concepts. Proven track record of driving operational excellence, continuous improvement initiatives, and technological transformation in a fast-paced environment.</li> <li><strong>Carrier &amp; TPA Oversight:</strong> Extensive experience managing, auditing, and optimizing large-scale external carrier and TPA relationships, ensuring strict compliance with SLAs and aggressive cost-containment goals.</li> <li><strong>Tech-Forward Mindset:</strong> A proactive innovator experienced in collaborating with Product and Engineering teams to build, enhance, or integrate claims technologies, AI solutions, and automated workflows.</li> <li><st