The Director of Operations will own property damage delivery across the company. Volume, quality, cost per file, and the experience every stakeholder has along the way are the Director's numbers. The machine is built; the Director's job is to run it, sharpen it, and scale it.
The Director will lead two functions: case management and valuations. The Director will hire and manage the leads over each and build the operator bench beneath them. And the Director will stay hands-on. If spending a morning inside a stuck total loss file and an afternoon rewriting the SOP so it never happens again sounds like a good day, this role may be a fit.
What the Director Will Do- Owns the stakeholder experience end to end across firms, claimants, carriers, and automotive partners. Defines what each one should get from the client at every touchpoint, then holds the team to it
- Hires and manages the function leads, builds the operator bench, and sets the performance bar
- Builds the training programs and SOPs that onboard operators fast and hold one standard across onshore and offshore teams
- Works files directly to learn the operation, teach it, and troubleshoot what breaks
- Runs the operating rhythm: reviews, standups, and escalation paths that keep hundreds of claims moving
- Defines the metrics that matter, including the ones that capture how partners and claimants experience the client, and uses them to find and kill bottlenecks
- Shapes the client's AI-native case management system with real operational requirements, then owns its rollout
- Sets the culture for a distributed, growing team
What the Client Is Looking For- 5+ years running high-volume case management or operations (PI law firm, medical coordination, insurance claims, or legaltech/insurtech)
- 2+ years managing a team of 10+ handling a repeating caseload
- Has made an existing operation measurably better, and can walk the client through the before-and-after numbers
- Has built training programs and SOPs themselves, and has managed managers, not just ICs
- Has owned relationships with parties outside their own building, not just internal throughput; knows the difference between closing a file and leaving everyone who touched it wanting to work with the client again
- Is not above the files. Working claims directly is how the Director learns an operation
- Based in Atlanta preferred; the client wants the Director in the room
What the Director Will Get- Competitive salary and opportunity for equity
- Health, dental, and vision coverage
- A direct line to leadership at a venture-backed company with product-market fit
- Real ownership of a scaling operation, with scope that grows as fast as the volume does
