Director of Operations

Director of OperationsClaims Concierge is the property damage claims partner for personal injury law firms. We handle the end-to-end property damage claim (diminished value, total loss, repair resolution, rental coverage, and more) so PI attorneys can focus on the bodily injury side while their clients get maximized recoveries.A property damage claim touches a lot of people: the law firm, the claimant, the carrier, the body shop, the dealership, the rental company. We're building a company around being a genuine partner to every one of them. Each party should come away from a Claims Concierge file thinking that was the easiest part of the process. That isn't a customer service goal bolted onto the operation. It is the company, and it shapes who we hire, what we build, and how we measure ourselves.We're VC backed, and in the year since launch we've signed PI firms of every size, from solo shops to the household names on the highway billboards. The operation is live, the volume is climbing, and now we need the operator who owns it.The RoleYou'll be our Director of Operations, owning property damage delivery across the company. Volume, quality, cost per file, and the experience every stakeholder has along the way are your numbers. The machine is built; your job is to run it, sharpen it, and scale it.You'll lead two functions: case management and valuations. You'll hire and manage the leads over each and build the operator bench beneath them. And you'll stay hands-on. If spending your morning inside a stuck total loss file and your afternoon rewriting the SOP so it never happens again sounds like a good day, keep reading.What you'll do:Own the stakeholder experience end to end across firms, claimants, carriers, and automotive partners. Define what each one should get from us at every touchpoint, then hold the team to itHire and manage the function leads, build the operator bench, and set the performance barBuild the training programs and SOPs that onboard operators fast and hold one standard across onshore and offshore teamsWork files directly to learn the operation, teach it, and troubleshoot what breaksRun the operating rhythm: reviews, standups, and escalation paths that keep hundreds of claims movingDefine the metrics that matter, including the ones that capture how partners and claimants experience us, and use them to find and kill bottlenecksShape our AI-native case management system with real operational requirements, then own its rolloutSet the culture for a distributed, growing teamWhat we're 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 caseloadYou've made an existing operation measurably better, and can walk us through the before-and-after numbersYou've built training programs and SOPs yourself, and you've managed managers, not just ICsYou've owned relationships with parties outside your own building, not just internal throughput. You know the difference between closing a file and leaving everyone who touched it wanting to work with you againYou are not above the files. Working claims directly is how you learn an operationBased in Atlanta preferred, we want you in the roomWhat you'll get:Competitive salary and opportunity for equityHealth, dental, and vision coverageA direct line to leadership at a venture-backed company with product-market fitReal ownership of a scaling operation, with scope that grows as fast as the volume does