Claims Manager

About Zūm: Zūm is revolutionizing mass mobility with its Connected Mobility Experience ( Zūm CMX ™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 4,500 schools rely on Zūm CMX . Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank. Who You Are: We're looking for a detail-oriented and proactive Claims Manager. Reporting to our Deputy General Counsel, Laura McAdams , in this role, you'll help build the insurance function and collaborate closely with insurance carriers, third party administrators, our insurance broker, and internal partners across Zum. You'll play a key role in building and maturing our risk management function as Zum continues to grow and scale. You will be responsible for analyzing claims trends, and identifying potential gaps in insurance coverage as the business scales and the legal landscape changes in response to new regulations, novel claim theories, legislation, regulatory developments, and increased brand awareness. What You'll Do: Claims Portfolio Management & Proactive Risk Management Maintain and continuously update a comprehensive view of Zum's active claims portfolio across commercial auto, personal injury, and employment matters in all jurisdictions. Track employment claim/threatened claim trends across yards and regions - identifying patterns by location, manager, or operational unit and escalating emerging trends before they compound. Track case milestones and reserve changes to flag deviations for strategic review. Build and maintain systems and processes for real-time claims visibility, ensuring accurate, timely information for stakeholder reporting. Managing the claims lifecycle from intake to resolution, ensuring consistent reserve practices and TPA accountability during periods of rapid growth. Identify opportunities to reduce reserves and IBNR estimates through proactive claim movement, earlier resolution, and data-supported re-evaluation of case trajectories. Prepare briefing materials and trend summaries that lead to proactive conversations with operations leadership by translating claims and incident data into clear, actionable talking points tied to specific yards, routes, or operational patterns. Track external litigation trends, verdict data, and settlement benchmarks relevant to school transportation and support litigation trend monitoring with quantitative analysis. Produce risk trend reports that feed the legal team’s cross-functional collaboration with operations, safety, and HR on accident reduction and liability mitigation strategies. Third Party Administrator, Underwriter, & Broker Coordination Manage relationships with insurance brokers, underwriting community, and other risk-related service providers (e.g. TPAs). Support the carrier relationships by ensuring carriers receive timely, accurate, and well-organized claims data and risk updates. Partner with Legal, Operations, and Finance to drive the insurance renewal process, ensuring organizational risk is accurately represented and coverage needs are met. KPI Development, Metrics & Case Closure Design and implement a risk KPI framework covering claims resolution velocity, reserve accuracy, TPA performance, litigation cost trends, and settlement efficiency. Build and maintain dashboards that give visibility into portfolio performance, organized by matter type, jurisdiction, and business line. Track KPIs against targets and produce periodic performance reports for internal leadership, translating claims data into clear, actionable insights. Continuously refine KPI definitions and reporting cadences as Zum's claims portfolio evolves with geographic expansion. Insurance Renewal & Underwriting Support Prepare comprehensive risk narratives, qualitative analyses, claims history analyses, and safety summaries for use in annual insurance renewals in close partnership with cross-functional leaders. Identify risk factors such as jurisdiction-specific verdict trends or recurring claim categories that may affect coverage terms or premium outcomes, and work to address them proactively. Ensure that underwriting submissions reflect legal risk mitigation efforts, not just raw loss data demonstrating to carriers that Zum manages claims with discipline and intention. Safety Intelligence & Analysis Partner daily with the operations to review incident data, aligning on risk flags, and ensuring claims intelligence flows seamlessly between the legal and operational sides of the business. Develop a catastrophic risk framework that defines and prioritizes the claim categories with the highest potential severity including student injury, vehicle accidents resulting in serious bodily harm, and multi-claimant incidents and tracks leading indicators for each. What You Bring to Zūm: Take ownership of your work and thrive in a fast-paced, high-volume environment. Are highly organized, detail-oriented, and skilled at managing competing priorities under tight deadlines. Communicate clearly and professionally, with strong judgment and a high level of discretion. Maintain a team-first mindset - no task is too big or too small. Bring a strong EQ and collaborative spirit to everything you do. Bachelor’s degree in Economics, Mathematics, Statistics, Business, or related field required, with a preference for specialization in risk management or analytics 10 years of progressive experience in corporate risk management, insurance, claims, or related fields. Demonstrated expertise in data analysis, statistical methods and modeling, and performance measurement frameworks Proven track record of translating data insights into business impact The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of equity or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more. The targeted pay range for this role in US CA is: $134,000 - $175,000 Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.