Job Title: Director, TPA Claims
Location: Austin, TX / Dallas, TX
Reports To: Chief Claims Officer
The Role: The Director, TPA Claims owns claims strategy and execution for Hippo's Claims TPA function. This role has full accountability for direct, in-house claims handling for our third-party MGA partners. As the accountable claims leader for a new and rapidly scaling business line, this Director builds the claims organization from the ground up, sets the claims operating model for a net-new external customer base, and represents claims in executive-level planning for the platform's commercial strategy.
About You:You're a claims leader who wants the whole build-the team, the operating model, the technology, and the P&L that comes with a business line finding its shape. You've led adjusters and supervisors before and you're ready to hire your own bench, set the standard, and grow the layers underneath you as the book scales. You think claims technology should make good handling faster rather than just tracking it, and you want a seat in the product conversation to make sure it does.
What You'll Do:- Own claims performance reporting (loss ratios, cycle time, litigation rate, customer satisfaction) and lead the annual operating plan and forecast for the Claims TPA business line from a claims cost and staffing perspective, reporting results directly to the Chief Claims Officer
- Direct the claims technology requirements roadmap for the TPA offering-serving as the accountable claims voice in platform product decisions and prioritization with the product management function
- Own the claims service-level framework that underpins customer retention and satisfaction, and leads claims capacity and service-level scoping with the client success function for new business customer onboarding
- Represent Claims TPA in enterprise claims governance, standard-setting, and escalation with Hippo's core claims organization
- Build and lead the Claims TPA organization: hire, train, and develop adjusters, and establish supervisory layers as the team and book of business scale alongside new external TPA customers
- Set caseload standards, workflows, and quality benchmarks for an in-house claims handling model, distinct from traditional TPA models.
- Own adjuster licensing compliance and claims handling practices consistent with state regulatory requirements across all jurisdictions and product lines in which B2B customers operate, in partnership with enterprise Operations
- Own quality assurance, file audits, and reserving accuracy for the TPA claims book, including full accountability for litigation strategy, defense counsel management, and litigation budget
Must Haves:- Bachelor's degree or equivalent experience
- 5+ years of general liability (GL) claims experience, with deep knowledge of GL coverage, liability and claims handling across premises, products, and other GL exposures
- 10+ years of claims handling experience with five or more years leading a team of adjusters and supervisors
- Demonstrated experience managing litigated claims, including working directly with defense counsel and overseeing litigation strategy and budgets
- Active adjuster license(s), or demonstrated ability to obtain multi-state licensing
- Experience in an MGA, program business, or Insurtech environment strongly preferred
- Experience building and scaling a high-performance team
- Strong cross-functional collaboration skills and clear written and verbal communication
Nice to Haves:- Experience with sports and fitness claims handling is a plus
- Experience in Snapsheet claims system a plus
Benefits and PerksHippo treats its team members with the same level of dedication and care as we do our customers, which is why we're fortunate to provide all of our Hippos with:
- Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
- Equity -This position is eligible for equity compensation
- Training and Career Growth - Training and internal career growth opportunities
- Flexible Time Off - You know when and how you should recharge
- Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
- Hippo Habitat - Snacks and drinks available for onsite employees
