Manager IT Applications & Operations Support

• Provide end-to-end leadership for the health stability and performance of key claims and bill review applications (e.g. ExPRS Strataware BOComp/GOComp) and associated workflows.
• Oversee monitoring and reconciliation of high-volume bill and claims flows ensuring timely and accurate processing of finalized bill files claim downloads post-payment files provider and trading-partner data and related feeds.
• Lead incident management for this ecosystem including detection triage communication and coordination of resolution for issues impacting claim intake bill review archive and regulatory/financial reporting.
• Manage onboarding and "takeovers" for new customers programs and fronting arrangements including configuration validation and transition to steady-state support.
• Own and govern core configuration and reference data (e.g. fronting carrier tables max comp rates trading partner profiles provider and TIN data message codes pathways pricing contracts).
• Drive stability and resiliency initiatives across the ecosystem (e.g. ExPRS stability Strataware/FBF reliability MQ error reduction improved monitoring and reporting).
• Partner closely with Claims Billing SMO L1/L2 vendor partners and technology teams to prioritize work align on roadmaps and ensure high-quality compliant operations.
• Provide business consulting and SME guidance on complex billing rules regulatory requirements (e.g. NY Ebill NYHCRA state reporting) PPO/fee logic and vendor fee tracking.

• Identify and prioritize use cases where AI and automation can improve incident detection triage knowledge reuse and operational efficiency while maintaining strong controls and compliance.
• Champion AI as a force multiplier and amplifier for the team-standardizing patterns integrating AI into day-to-day workflows and enabling team members to focus on the most challenging high-impact problems.
• Partner with enterprise AI data and technology teams to pilot scale and continuously refine AI-enabled solutions (e.g. intelligent monitoring summarization of incidents automated reporting knowledge base generation).

• Experience leading operations production support or platform management teams in a complex high-volume environment; claims medical bill review or insurance domain experience strongly preferred.
• Proven track record managing business-critical systems with multiple upstream/downstream dependencies and vendor-hosted platforms.
• Demonstrated experience with incident management problem management and stability/resiliency initiatives.
• Strong ability to translate business needs and regulatory requirements into operational processes configurations and controls.
• Experience collaborating with cross-functional partners (operations technology vendors and finance/compliance) to prioritize work and drive outcomes.
• Exposure to AI automation or analytics tools in an operational context with a demonstrated interest in using technology to improve how teams work.
• Excellent communication stakeholder management and change-management skills.

• AI-Forward Mindset: Actively look for opportunities to embed AI and automation into team workflows as a force multiplier-simplifying routine work improving quality and speed and freeing people to focus on the most complex judgment-driven issues.
• Customer & Outcomes Focus: Anchor decisions in the needs of claims professionals policyholders and business stakeholders; balance speed quality cost and risk thoughtfully.
• Operational Excellence: Set clear expectations metrics and routines for availability
• stability and incident performance; foster a culture of continuous improvement and learning from incidents
• People Development: Invest in building domain technical and AI fluency within the team; coach team members to adopt new tools and ways of working confidently and safely.
• Collaboration & Influence: Build strong partnerships across Claims Billing SMO technology and vendor organizations; influence without authority and align diverse stakeholders during high-pressure situations
• Change Leadership: Lead the team through process technology and AI-driven change with clarity and transparency ensuring adoption and measurable impact.
• Competencies typically acquired through a Bachelor`s or Master`s Degree in technical or business discipline or equivalent experience Master`s Degree preferred
• Generally a minimum of 8 years related experience with 3 years in leadership role desirable

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco

What We Do

Liberty Mutual Insurance exists to help people embrace today and confidently pursue tomorrow. A Fortune 100 company and global leader in property and casualty insurance we’ve spent over a century creating innovative products services and technologies to meet the world’s ever-changing needs and make a difference for our customers and communities.

Why Work With Us

We offer the agility work flexibility project ownership and access to emerging tech you’d expect from a start-up — combined with the stability resources and benefits that come from working at a leading Fortune 100 company. All in a welcoming inclusive environment that values the unique insights perspectives and backgrounds of each person.

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