Vice President of Claims & Contact Center Operations [HT-870074]

$180,000 - $240,000/Yr

Portfolio&Co - Dallas, TX

Full-time - Senior

Dallas, TX

Merchant Wholesalers, Nondurable Goods

About the position

The Vice President of Claims & Contact Center Operations is a strategic leadership role focused on optimizing processes and empowering high-performing teams within the claims department. This position requires a visionary leader who can drive innovation, operational excellence, and customer-centered solutions in a fast-paced environment. The VP will work closely with the leadership team to align departmental goals with the broader organizational strategy, enhance the company's industry reputation, and foster a high-performance culture that attracts and retains top talent.

Responsibilities

• Provide strategic leadership and operational excellence to drive growth across the claims department.
• Align department goals with the organization's broader strategy, focusing on sustainable growth and continuous improvement.
• Enhance the company's industry reputation through key relationships and best-in-class practices.
• Build a high-performance, values-driven culture that attracts and retains top talent.
• Drive succession planning and talent alignment within the team.
• Establish consistent policies and procedures to improve efficiency across the department.
• Lead change management efforts to foster adaptability and responsiveness to new ideas.
• Pursue improvements in claims processing times and cost management.
• Integrate technology solutions to streamline operations and drive continuous process improvement.

Requirements

• Experience in automotive claims, car repair, warranty, service contracts, or primary insurance (property or casualty).
• Director or VP-level leadership experience managing 100+ employees.
• Inbound customer service center management experience with multi-channel support and systems knowledge (Nice, Avaya, Aspect, or Five9).
• Operational experience with budget, project, quality assurance, and efficiency management.
• Experience in remote/national team growth, including scalability and culture building.

Nice-to-haves

• F&I service contract claims adjudication experience.
• OEM experience in automotive claims or warranty.
• Knowledge of reinsurance models and experience working with agents or dealers.
• Exposure to mechanical claims, auto repair, and automotive customer service.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Vision insurance