Director Claims Operations

Ultipro; United States; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical & Dental

Vision Insurance

Life Insurance

Disability Insurance

Parental Leave

401K + Company Match

Paid Time Off

Job summary

GAINSCO is seeking a Director, Claims Operations to provide strategic and operational leadership across First Notice of Loss, Liability, and Bodily Injury claims. This high-visibility role oversees Claims Managers and Team Leaders across a multi-state organization, accountable for claim quality, customer experience, and financial performance.

The ideal candidate will bring extensive auto claims expertise, experience leading through other leaders, and a track record of using data-driven insights

Qualifications

• 8–10+ years of progressive auto claims experience in the Property and Casualty insurance industry.
• 5+ years of leadership experience managing auto claims operations through Claims Managers, supervisors, and/or Team Leaders.
• Experience leading Bodily Injury, Liability, and coverage-related claims.
• Multi-state claims leadership experience.
• Experience interpreting policy language and state statutes.

Responsibilities

• Lead national FNOL, Liability, and Bodily Injury operations through Claims Managers and Team Leaders.
• Monitor productivity metrics, inventory, closure rates, cycle time, claim quality, customer satisfaction, severity, leakage, expenses, and reserve adequacy.
• Oversee third-party FNOL operations and vendor performance, including service levels, quality expectations, customer experience, and continuous improvement.
• Develop Claims Managers and Team Leaders while strengthening employee engagement, succession planning, workforce capability, accountability, and talent retention.
• Ensure compliance with company standards, state regulations, audit requirements, and corrective action plans in partnership with Quality Assurance, Legal, SIU, and Claims Strategy.
• Partner with Underwriting, Actuarial, Product, IT, Customer Service, Legal, and external vendors to resolve technical claims issues, improve workflows, and support business objectives.

Skills

Executive leadership

Strategic planning

Change management

Stakeholder management

Operational excellence

Education

Active Texas or Florida Adjuster License

Job description

Description

About GAINSCO

Founded in 1978, GAINSCO offers property and casualty insurance with an emphasis on non-standard personal auto policies. It serves drivers nationwide by providing minimum-limits personal auto coverage, making insurance more accessible to a broader market. In 2020, State Farm Mutual Automobile Insurance Company acquired GAINSCO, Inc. and its subsidiaries, making a significant milestone that strengthened GAINSCO’s ability to grow and expand its reach in the personal auto industry market while continuing to build on its decades of specialized expertise.

Join a team that is dedicated to supporting your professional growth and long-term success.

Who We Are

At GAINSCO, we are a team driven by passion, creativity, and a commitment to excellence. We celebrate achievements, encourage innovative thinking, and recognize the unique strengths each person brings. Our people truly set us apart.

GAINSCO is seeking a Director, Claims Operations, to provide strategic and operational leadership across First Notice of Loss, Liability, and Bodily Injury claims operations. This highly visible leadership role oversees Claims Managers and Team Leaders supporting a large, multi-state claims organization. The Director is accountable for claim quality, customer experience, operational efficiency, financial performance, regulatory compliance, vendor performance, and workforce development. The ideal candidate brings extensive auto claims expertise, experience leading through other leaders, and a track record of using operational and financial insights to improve claims outcomes and organizational performance.

What does the Director, Claims Operations do at GAINSCO?

• Lead national FNOL, Liability, and Bodily Injury operations through Claims Managers and Team Leaders, ensuring consistent claim handling and achievement of operational goals.
• Monitor productivity, inventory, closure rates, cycle time, claim quality, customer satisfaction, severity, leakage, expenses, and reserve adequacy.
• Oversee third-party FNOL operations and vendor performance, including service levels, quality expectations, customer experience, and continuous improvement.
• Develop Claims Managers and Team Leaders while strengthening employee engagement, succession planning, workforce capability, accountability, and talent retention.
• Ensure compliance with company standards, state regulations, audit requirements, and corrective action plans in partnership with Quality Assurance, Legal, SIU, and Claims Strategy.
• Partner with Underwriting, Actuarial, Product, IT, Customer Service, Legal, and external vendors to resolve technical claims issues, improve workflows, and support business objectives.

What is required?

Education:

Licenses/ Certifications:

• To perform the essential functions of this job an active Texas or Florida Adjuster License will be required to comply with state and GAINSCO requirements.
  • Upon hire, additional license(s) may be required. If that is the case, license(s) must be obtained.
  • All licenses must be maintained in accordance with state requirements.
• Professional Insurance and/or Claims Designations are a plus.

Experience:

• 8 10+ years of progressive auto claims experience within the Property and Casualty insurance industry.
• 5+ years of leadership experience managing auto claims operations through Claims Managers, supervisors, and/or Team Leaders.
• Experience leading Bodily Injury, Liability, and coverage-related claims operations is required
• Multi-state claims leadership experience is required.
• Experience interpreting policy language and state statutes is required.
• Experience overseeing First Notice of Loss operations, claims intake functions, or customer contact center operations is preferred.
• Experience handling and managing non-standard auto claims is preferred.
• Experience managing third-party vendors, including establishing and monitoring service-level agreements, quality expectations, and operational performance measures.
• Experience leading organizational change, process improvement, workforce planning, and operational transformation initiatives.
• Proven ability to make sound coverage and liability decisions based on claim facts, investigation results, policy provisions, and applicable regulations.
• Demonstrated experience managing operational performance through productivity, quality, customer experience, severity, leakage, cycle time, and compliance metrics.

Other skills and abilities:

• Strong operational leadership and performance management capabilities.
• Demonstrated success leading leaders in a fast-paced, high-volume claims environment.
• Ability to analyze complex operational and financial information and translate findings into practical business decisions.
• Strong strategic planning, organizational effectiveness, and change management skills.
• Ability to establish priorities, allocate resources, manage competing demands, and execute against organizational objectives.
• Excellent executive communication, presentation, and stakeholder management skills.
• Ability to influence across organizational levels and build alignment around key decisions.
• Strong process improvement mindset with the ability to identify risks, remove barriers, and improve operational performance.
• Ability to communicate a clear and unified vision to executives, managers, Team Leaders, and claims employees.

What else do you need to know?

• Hybrid
• Excellent benefits package: medical & dental, vision insurance, life insurance, short-term and long-term disability insurance
• Parental Leave Policy
• 401K + Company Match
• PTO Plan + Paid Company determined Holidays

Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity

All offers are contingent upon a successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test with results satisfactory to GAINSCO.

GAINSCO is an Equal Employment Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.