Material Damage Product Performance Specialist

Location(s)

Birmingham, Alabama, Cerritos, California, Dallas, Texas, Henderson, Nevada, Miami, Florida

Details

The Damage Product Performance Specialist plays a critical, enterprise-wide role in driving performance, quality, and cost containment across the P&C Claims organization. This position partners closely with field and desk leadership, vendors, and MSO repair partners to identify, implement, and monitor strategic claims initiatives that improve outcomes related to Total Cost of Repair (TCOR), cycle time, repair quality, and customer satisfaction. The role requires strong business acumen, analytical expertise, and cross-functional collaboration to ensure claims workflows and vendor programs align with Kemper’s strategic objectives and financial targets  

Key Responsibilities and Impact 

Performance & Metrics Oversight 

• Lead regular performance reviews with single-store and MSO locations, focusing on results, quality, efficiency, and compliance. 

• Monitor and analyze KPIs including TCOR, parts and labor averages, repair vs. replace decisions, supplement activity, cycle time, rental, and photo quality. 

• Translate performance data into actionable insights and share high-level findings with field leadership to drive continuous improvement  

Kemper Repair Network & MSO Management 

• Support footprint strategy and oversight of the Kemper Repair Network, with particular focus on MSO relationships representing over 50% of the network. 

• Ensure compliance with program requirements, contracts, rates, discounts, and equipment standards. 

• Facilitate scorecard reviews and performance conversations using CCC Connect, PartsTrader, I-CAR, and internal QM data  

Vendor & Process Optimization 

• Provide ongoing vendor management and process oversight for key partners including Elitek (diagnostics/calibration), PartsTrader (parts procurement), Agero (secondary towing), and I-CAR (repair quality and compliance). 

• Identify opportunities for cost containment, workflow improvements, and enhanced supplement practices to better control final bills and positive supplements. 

• Partner with UPD and Fraud teams to develop and maintain effective workflows when risks or opportunities are identified  

Analytics, Tools & Innovation 

• Serve as a subject matter expert on claims analytics, leveraging data to support decision-making and strategic initiatives. 

• Oversee and support the effective use of CCC tools, MAPro, APEX, Hi-Marley integration, ADAS solutions, Opus Maps, and Parts supplier platforms. 

• Contribute to ad-hoc analyses and emerging initiatives focused on quality assurance, network performance, and operational efficiency  

 

Position Qualifications:  

• Bachelor’s degree required or equivalent of 3 working years in Claims, specific to Material Damage 

• Knowledge of specific programs such as CCC One, but not limited to: I-CAR, Car-Part Pro, PartsTrader, and Guidewire.  

• Strong business acumen, collaboration skills, influencing skills and excellent comm