Strategic Director, Auto Claims Operations

Ultipro; Richardson (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Excellent benefits package

401K + Company Match

Parental Leave Policy

PTO + Holidays

Job summary

GAINSCO is seeking a Director, Claims Operations to provide strategic and operational leadership across FNOL, Liability, and Bodily Injury claims. The role oversees Claims Managers and Team Leaders across a large multi-state organization, accountable for claim quality, customer experience, and financial performance.

The ideal candidate brings extensive auto claims leadership, multi-state experience, and a track record of improving outcomes through data-driven insights and workforce development.

Qualifications

• 8–10+ years of progressive auto claims experience in P&C insurance.
• 5+ years of leadership experience managing auto claims operations through managers or supervisors.
• 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 FNOL operations, claims intake functions, or contact center operations is preferred.
• Experience managing non-standard auto claims is preferred.
• Experience managing third-party vendors with SLAs and performance measures.
• Proven ability to drive operational performance via productivity, quality, and customer experience.

Responsibilities

• Lead national FNOL, Liability, and Bodily Injury operations through Claims Managers and Team Leaders.
• Monitor productivity, inventory, closure rates, cycle time, claim quality, customer satisfaction, and reserve adequacy.
• Oversee third-party FNOL operations and vendor performance against SLAs and quality standards.
• Develop Claims Managers and Team Leaders; strengthen engagement and succession planning.
• Ensure compliance with company standards, state regulations, audits, and corrective actions.
• Partner with Underwriting, Actuarial, IT, Legal, and external vendors to resolve technical claims issues.

Skills

Executive leadership

Claims operations

Strategic planning

Stakeholder management

Change management

Analytical thinking

Education

Adjuster license (TX/FL)

Job description

GAINSCO is seeking a Director, Claims Operations to provide strategic and operational leadership across FNOL, Liability, and Bodily Injury claims. The role oversees Claims Managers and Team Leaders across a large multi-state organization, accountable for claim quality, customer experience, and financial performance.

The ideal candidate brings extensive auto claims leadership, multi-state experience, and a track record of improving outcomes through data-driven insights and workforce development.