Head of Claims

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. 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. 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. Key Responsibilities Claims Strategy & Execution: 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. Complex Partner & TPA Landscape Management: 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. Severe Casualty & Litigation Management: 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. Predictive Analytics & "Early Warning" Identification: 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. Cross-Functional & Policy Advocacy: 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. Team Leadership & Legacy Building: 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. Qualifications Experience: 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. Technical Claims Expertise: 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. Carrier & TPA Oversight: Extensive experience managing, auditing, and optimizing large-scale external carrier and TPA relationships, ensuring strict compliance with SLAs and aggressive cost-containment goals. Tech-Forward Mindset: A proactive innovator experienced in collaborating with Product and Engineering teams to build, enhance, or integrate claims technologies, AI solutions, and automated workflows. Executive Communication: Exceptional executive presence with the unparalleled business judgment needed to distill granular operational metrics into compelling strategic narratives for the C-suite, Legal partners, and legislative audiences. Empathetic Leadership: 5+ years of senior management experience leading large, distributed operations. A highly collaborative leader fosters a supportive, inclusive environment, seamlessly blending a people-centric approach with strong accountability and performance standards.. Education: Bachelor’s degree required; JD, MBA, or advanced insurance designations (e.g., CPCU, ARM) are highly preferred. Benefits: Great medical, dental, and vision insurance options with additional programs available when enrolled Mental health benefits Family building benefits Child care and pet benefits 401(k) plan with company match to help save for your future In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible Subsidized commuter benefits Monthly Lyft credits and complimentary Lyft Pink membership Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. As a remote role, the expected base pay range for this position depends largely on geographic location and is $190,240 - $290,000. In addition to the base pay, this role is eligible for competitive equity awards, bonuses, and benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process. You can read more about Lyft’s employee benefits here. [https://www.lyft.com/careers/life-at-lyft]