You will be the named owner of complex, multi-stakeholder projects that touch process, systems, and vendors at the same time - not a coordinator feeding updates to someone else, but the person leadership holds accountable for outcomes. You'll be trusted to define the approach yourself, bring in the right people, and make judgment calls on scope and sequencing, escalating only when a decision genuinely needs to go above you.
Key Responsibilities
- Own end-to-end delivery of major process and systems initiatives (e.g., Total Loss modernization) from current-state assessment through implementation and stabilization
- Build and maintain comprehensive process maps and ownership models across multiple lines of business and workflows, creating a durable reference where one doesn't exist today
- Independently scope projects: define objectives, success criteria, milestones, and the stakeholder group needed to deliver them
- Act as the primary point of contact across claims operations, IT, and external vendors for the projects you own, resolving day-to-day issues without needing to escalate routine decisions
- Identify and structure the business case for larger investments (systems changes, staffing, vendor decisions) and present findings to Ksenia and senior claims leadership
- Mentor and provide direction to other Process Efficiency Analysts on process mapping approach and project management discipline
- Design the ongoing operating model for a process after go-live - who owns it, how issues get escalated, how it gets monitored - so improvements don't quietly decay after the project ends
- Proactively surface systemic process or ownership gaps across Claims, not just within your assigned projects
What Success Looks Like
You are the person Ksenia and claims leadership can hand an ambiguous, high-stakes initiative to - something like Total Loss modernization - and trust that it will be scoped correctly, staffed appropriately, and driven to completion without close supervision. A year in, at least one major initiative you owned should be fully implemented, with a clear operating model in place and documented ownership for what happens next.
Qualifications
- 5+ years of experience in process improvement, project/program management, or business analysis, with meaningful time in P&C insurance claims operations
- Track record of owning complex, cross-functional projects independently, including projects with systems and vendor components
- Strong ability to build process maps and ownership models from scratch in an environment with limited existing documentation
- Excellent stakeholder management skills, including comfort presenting recommendations directly to senior leadership
- Practical understanding of claims systems and how process design decisions interact with system constraints
- Sound judgment on when to move forward independently versus when to escalate
Preferred (Not Required)
- Direct experience with claims management systems such as Sapiens ClaimsPro, ImageRight, or comparable platforms
- Experience specifically with total loss, salvage, or vehicle valuation processes
- Formal process-improvement credentials (Lean, Six Sigma Green/Black Belt) or project management credentials (PMP)
- Prior experience standing up a new process-ownership function or operating model within a claims or operations organization
Salary Range
The pay range for this position is $110,000 to $138,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.
Perks and Benefits:
- 4 weeks accrued paid time off + 9 paid national holidays per year
- Free onsite gym at our Boston Location
- Tuition Reimbursement
- Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
- Robust health and wellness program and fitness reimbursements
- Auto and home insurance discounts
- Matching gift opportunities
- Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
- Various Paid Family leave options including Paid Parental Leave
- Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
- Convenient location directly across from South Station and Pre-Tax Commuter Benefits
About the Company
The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent"