Director of Claim Operations

Director, Claim Operations – Desk Services

The Director of Claim Operations provides strategic leadership and operational oversight for desk-based claim operations, including Auto, Property, and other lines of business. This role is responsible for driving operational excellence, client satisfaction, compliance, quality outcomes, and scalable growth while supporting the organization's strategic objectives.

Duties and Responsibilities

• Leads desk claim operations including (but not limited to): Auto, Property, and other claim programs.
• Executes operational strategies that support company growth, client retention, and service excellence.
• Ensures that teams meet and exceed performance standards, KPIs and SLAs, and drives continuous improvement initiatives.
• Ensures compliance with client requirements, carrier guidelines, regulatory standards, and company policies.
• Executes workforce planning, staffing strategies, resource allocation, and organizational development.
• Builds and maintains strong relationships with clients, carriers, vendors, and business partners.
• Leads catastrophe response planning and operational readiness efforts.
• Develops, mentors, and retains key talent while fostering a culture of accountability and excellence.
• Partners with business leaders to improve workflows, reporting, automation, and operational efficiency.

Minimum Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Industry certification(s) such as CPCU, AIC, etc
• Current AZ Adjusters license in good standing
• 10+ years of progressive claims experience across multiple lines of business.
• 7+ years of claims leadership experience, including management of managers and large operational teams.
• Demonstrated success leading organizational change, operational improvements, and performance-driven cultures.
• Strong knowledge of claims operations, compliance, workforce management, and performance analytics.
• Excellent communication, leadership, and relationship-building skills.
• Strong analytical, problem-solving, and strategic planning abilities.
• Current Texas Adjuster License or ability to obtain within designated timeframe.

Preferred Qualifications

• Multi-line claims leadership experience including Auto, Property, Flood, and CAT operations.
• Experience within a TPA, or independent adjusting firm,
• Leadership experience overseeing organizations of 100+ employees.
• Experience leading large-scale operational transformation initiatives.

Eligibility to participate in the Comprehensive Benefits Package: Medical, Dental, Vision, Paid Time Off and Paid Holidays, 401(K), in accordance with Company policy.

Schedule: Day Shift; Monday – Friday

Location: In-Office, Chandler AZ

Allcat Claims is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.