Claims Supervisor - Quality Improvement Lab

Position Summary

The Quality Improvement Claims Supervisor leads claims system and team for Mactac, ensuring customer issues are promptly resolved with continuous improvement actions. The role supports continuous improvement projects with data and insights and claims system effectiveness, while supporting Operations-owned quality execution.

Responsibilities

• Supervising and Managing the Claims Analysts.
• Oversight of the claims management system and process, ensuring efficiency and customer responsiveness. Organizes the handling of claims samples and QIL lab reports; uses authority to resolve claims; and processes credits and return authorizations.
• Building strong customer relationships; coordinates sales and technical communication; and manages special customer requirements. Participates in customer Quality Audits at manufacturing facilities.
• Improving claims user experience, cycle time, and data quality
• Using claims as a product quality feedback loop with actionable outcomes
• Supporting enterprise trend analysis across claims and lab data, through preparation of Claims Reports and internal quality metrics
• Developing and maintaining dashboards to identify emerging product and systemic quality risks
• Leading prioritized improvement projects based on risk and impact
• Utilizing the Quality Alert process as an enterprise early-warning system
• Leading cross-functional Quality Alert responses focused on containment, stabilization, and systemic resolution
• Ensuring executive visibility and structured communication during escalations
• Partnering with Operations Quality to establish corporate quality standards, methods, and measurement systems that drive product quality.
• Partnering with Operations Quality to drive continuous improvement of quality governance and escalation systems
• Champion roll-out and adoption of Quality Claims Management System to traditional E2000 sites.

Requirements:

• Undergraduate degree or High School Diploma with 7+ years of relevant experience
• Quality, R&D, Sales, Customer Service, Supply Chain, Operations, or other relevant manufacturing- or customer-facing experience.
• Trend and data analysis experience is required.
• People management experience is preferred
• Statistical software, such as Minitab, is preferred
• Experience in both customer-facing and manufacturing-facing roles is preferred
• Experience in Labels, Tapes, Adhesives, Continuous Manufacturing Processes, Roll to Roll manufacturing, or Coatings is preferred

Scope:

• Management Responsibilities Level: Manager of Others - 4 employees
• Physical Requirements: Works in an office, lab and manufacturing environment. Flexible hours may be required to accommodate meetings, trainings, etc. Prescribed personal protective equipment (PPE) is mandatory in all laboratory and manufacturing areas, and must have the ability to lift up to 50 lbs
• Work Authorization: US
• Location: Stow, OH
• Relocation Eligibility: No
• Travel: Up to 30% visiting employees in other locations.

Company Overview:

For over 60 years, Mactac has been a leader in the pressure-sensitive adhesive (PSA) industry, offering a full range of adhesive solutions, including acrylic, rubber, hot melt, solvent, emulsion, and UV technologies. As a vertically integrated company with six specialized divisions, we serve diverse markets such as label printing, packaging, retail display, automotive, medical devices, and more. Built on a foundation of innovation, integrity, and reliability, Mactac delivers world-class technology and customer service to provide the best solutions for your adhesive needs.

Disclaimers:

• The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.
• We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or Mactac and affiliated employees.