Litigation and Claims Administrator at PetSmart in Phoenix, AZ

About the Team

The Legal & Corporate Affairs team is responsible for safeguarding the company’s reputation, ensuring we are operating with integrity and in line with our strategic initiatives. The Legal team provides high-quality legal services, ensures legal compliance and mitigates risks. The Corporate Communications team works to execute strategic and effective communication efforts that drive brand awareness, preference and reputation with internal and external stakeholders. In addition, the Corporate Social Responsibility & Belonging teams support the company’s environmental and social commitments with a strong focus on pets, people and the planet. The collective team supports the overall success and positive reputation of the company.

About the Location

**Collaborative Work Environment:**At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

About the Job

Position Summary This role is responsible for managing and driving the resolution of PetSmart’s general liability and litigation claims, including oversight of third party administrators and outside counsel. The position plays a key role in evaluating claim exposure, setting strategy, and facilitating timely, cost effective outcomes. In addition, this role partners closely with Legal and business stakeholders to improve claims processes, identify trends, and strengthen overall risk management effectiveness.

TPA Program Oversight

• Manage and monitor performance of the Third Party Claims Administrator (TPA) and provide regular updates to Risk Management and in house Counsel
• Provide daily direction to TPA to initiate and resolve liability cases
• Direct and assist TPA in information gathering and investigations
• Perform assessments of TPA case handling and workloads
• Lead general liability review meetings between PetSmart, Risk Management, and TPA in consultation with in house Counsel
• Ensure stores and associates follow proper claims procedures
• Oversee Incident Investigation Kits process, ensuring timely receipt, scanning, and compliance; educate stores on requirements
• Identify opportunities to enhance client service instructions and update guidelines to reflect best practices and evolving business needs

Claims Analysis

• Perform early case assessments and damages analysis
• Determine claim value, exposure, and settlement opportunities
• Set and adjust reserves; ensure timely updates and communicate changes with supporting rationale
• Investigate and prepare damage estimates on property damage claims
• Participate in depositions with witnesses, third parties, and physicians
• Determine subrogation potential and direct handling of subrogated claims
• Conduct research and analysis on complex legal issues
• Analyze litigation trends and key developments
• Analyze incident trends and identify hazards; provide insights to improve risk awareness and prevention strategies

Claims Program Administration and Strategy

• Manage and direct resolution strategy for self insured general liability and litigation matters
• Partner with in house and outside counsel to set strategy and direction for litigated claims
• Facilitate early settlement and resolution of claims
• Represent PetSmart at mediations as directed, including presenting settlement authority
• Negotiate resolutions with internal departments, third parties, and governmental entities under attorney direction
• Coordinate discovery processes, including:
  • Identification of document custodians
  • Document collection and retention
  • Drafting and responding to discovery
• Draft and distribute legal holds
• Oversee preparation of witness and expert testimony
• Manage general liability outside counsel network
• Monitor and review performance of outside counsel
• Support vendor management, including outside counsel relationships and onboarding processes
• Travel up to 25% for mediations, settlement conferences, trials, and one annual conference
• Support special projects as needed

Claims Program Business Alignment

• Provide regular reporting on litigated matters, portfolio performance, and emerging trends
• Prepare and present reports summarizing litigation results and business impact
• Align claims handling and litigation strategy with business objectives and financial goals
• Communicate reserve changes and financial exposure to key stakeholders
• Lead cross functional coordination on claims and litigation matters

Education and Experience, Technical Skills

• Bachelor’s degree with a minimum of 5 years of relevant experience, or equivalent combination of education and experience
• Minimum of 5 years experience as an insurance claims adjuster, third party claims administrator, or litigation support specialist with strong experience handling litigated general liability claims
• Experience evaluating reserves and facilitating case resolution
• Claims management or paralegal certification preferred
• Advanced understanding of legal processes
• Ability to develop and deliver training to business clients
• Ability to read, analyze, and interpret legal documents, case law, financial reports, and regulations
• Ability to draft reports, business correspondence, and procedural documentation
• Strong verbal and written communication skills, including presenting to business partners
• Strong project management skills with ability to support execution strategies in a retail environment
• Ability to work effectively with all levels of management and external legal professionals

Technical Skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to quickly learn TPA systems, insurer platforms, and risk management information systems

Additional Job Considerations

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

About the Culture

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.