Claims Quality Improvement Product Owner

Description
Lead the evolution of USRM Claims' quality improvement capabilities by shaping strategy and backlog for integrated risk alerts, leader insights, and file reviews. Partner across tech, operations, and design to deliver a unified platform that improves accuracy, accelerates reviews, and strengthens compliance. This role offers high visibility, enterprise impact, and the chance to transform claims handling.
We're seeking a strong Product Owner to drive the evolution of USRM Claims' quality improvement capabilities. In this role you will own the end-to-end product strategy and backlog that integrates data, workflows, and real-time risk alerting into frontline leader and adjuster workflows. You will partner closely with engineering, design, data science, QI directors, and process leaders to deliver a unified, scalable platform that measurably improves claim accuracy, operational efficiency, and compliance. This is an opportunity to shape enterprise-wide quality controls and coaching insights while delivering fast, demonstrable outcomes for risk and loss accuracy.
Key Responsibilities:

• End-to-end product ownership for quality improvement capabilities: risk alert integration, manager observations, file review orchestration, and feedback loops into frontline tools.
• Backlog and roadmap: set decision frameworks, prioritize work across stakeholders, and make tradeoffs explicit using cost-of-delay and quality impact.
• UX and workflows: directly influence UI and user experience for frontline leaders and adjusters to ensure high adoption and operational fit.
• Systems consolidation: replace legacy point solutions with a unified platform that centralizes quality data, automates review and coaching workflows, and delivers manager insights.
• Cross-functional partnership: work across lines of business to align initiatives, scale best practices, and ensure consistent measurement and governance.
• Rapid delivery: prove value quickly with thin-slice releases that embed software into day-to-day leader and adjuster workflows.
• Compliance & governance: design for privacy, model governance, auditability, and regulatory adherence from the start.
• Outcomes measurement: define and track success metrics (loss accuracy, cycle time, coaching effectiveness, adoption, regulatory metrics) and iterate based on results.

What success looks like:

• Measurable improvement in loss accuracy and reduction in manual review workload.
• Faster cycle times for file review and coaching.
• High adoption and engagement among frontline leaders and adjusters.
• Clear, defensible governance and audit trails.
• A single, scalable QI platform replacing fragmented systems and ad hoc processes.

Ideal candidate will have

• Experience in insurance claims, risk, quality improvement, or adjacent operations environments (or demonstrable domain learning ability).
• Excellent communication and stakeholder management skills; comfortable aligning senior leaders across multiple LOBs.
• Strong technical fluency: able to shape data integrations, work with data science/modeling teams, and partner effectively with engineering on tradeoffs and delivery.
• Proven track record designing user-centered workflows and UX for operational users (frontline leaders, caseworkers, or adjusters).
• Experience setting prioritization frameworks and balancing competing stakeholder needs using metrics such as cost-of-delay and impact.
• Demonstrated ability to deliver iterative thin-slice releases that produce measurable business value.
• Working knowledge of privacy, model governance, audit controls, and regulatory compliance expectations.

Nice-to-haves

• Prior experience consolidating legacy systems or leading migrations to a unified platform.
• Direct experience with file review tooling, risk alerting systems, or coaching platforms.
• Familiarity with analytics and metrics tooling used to measure operational quality and adoption.

What we offer

• The chance to shape enterprise-wide quality controls that materially reduce loss and improve operational efficiency.
• A cross-functional role with high visibility and direct impact on frontline operations.
• Collaborative environment working with engineering, design, data science, and senior QI leaders. Competitive compensation and comprehensive benefits (medical, retirement, paid time off, learning opportunities).

Qualifications

• Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.
• Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
• Able to influence a diverse group of stakeholders; strong leadership skills.
• Able to make difficult and quick decisions daily.
• Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.
• Experience in the insurance industry preferred.
• Knowledge of relevant products and portfolio preferred.
• Strong experimental mindset to drive innovation amongst uncertainty.

About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices

• California

• Los Angeles Incorporated

• Los Angeles Unincorporated

• Philadelphia

• San Francisco

USD $104000.00 - $197000.00