Director of Operations

Claims Concierge; Atlanta (GA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Equity opportunity

Health coverage

Job summary

Claims Concierge is seeking a Director of Operations to own property damage delivery across the company. You will oversee two functions—case management and valuations—while leading the operator bench, hiring leaders, and maintaining hands-on involvement with ongoing claims.

In this role you will drive volume, quality, and cost per file, shaping the training programs, SOPs, and the rollout of an AI-native case management system.

Qualifications

• 5+ years running high-volume case management or operations (PI law firm, medical coordination, or insurance claims).
• 2+ years leading a team of 10+ people handling a repeating caseload.
• Proven ability to improve an operation and explain before-and-after metrics.
• Experience building training programs and SOPs and managing managers.
• Strong relationships with external parties and stakeholders beyond internal throughput.
• Willing to work directly on claims to learn the operation; Atlanta-based preferred.

Responsibilities

• Own the stakeholder experience end to end across firms, claimants, carriers, and automotive partners.
• Hire and manage the function leads, build the operator bench, and set performance bar
• Build training programs and SOPs that onboard operators fast and standardize across teams
• Work files directly to learn the operation, teach it, and troubleshoot what breaks
• Run the operating rhythm: reviews, standups, escalation paths for hundreds of claims
• Define metrics that capture partner and claimant experience and identify bottlenecks
• Shape our AI-native case management system with operational requirements and rollout
• Set the culture for a distributed, growing team

Skills

Case management

Leadership

SOP development

Training programs

Job description

Claims 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 Role

You'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 it
• Hire and manage the function leads, build the operator bench, and set the performance bar
• Build the training programs and SOPs that onboard operators fast and hold one standard across onshore and offshore teams
• Work files directly to learn the operation, teach it, and troubleshoot what breaks
• Run the operating rhythm: reviews, standups, and escalation paths that keep hundreds of claims moving
• Define the metrics that matter, including the ones that capture how partners and claimants experience us, and use them to find and kill bottlenecks
• Shape our AI-native case management system with real operational requirements, then own its rollout
• Set the culture for a distributed, growing team

What 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 caseload
• You've made an existing operation measurably better, and can walk us through the before-and-after numbers
• You've built training programs and SOPs yourself, and you've managed managers, not just ICs
• You'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 again
• You are not above the files. Working claims directly is how you learn an operation
• Based in Atlanta preferred, we want you in the room

What you'll 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