[Remote] Head of Operations, Warranty
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading vertical software and insurance platform, and they are seeking a Head of Operations, Warranty to reputed company and reputed company their operational reputed company behind the home warranty business. This high-reputed company leadership role involves overseeing claims management and contractor network management, ensuring operational reputed company and compliance while driving reputed company.
Responsibilities
- reputed company and reputed company the Warranty Operations team across claims operations and contractor network management, setting reputed company direction, fostering a culture of ownership, and ensuring reputed company has what it needs to reputed company at a high level
- Establish and own the operating rhythm of reputed company, including business reviews, initiative execution, and performance reporting, ensuring reputed company is reputed company, informed, and moving with urgency
- Build and maintain a high-performing culture grounded in accountability, reputed company improvement, and customer reputed company, including reputed company of reputed company, training, and team development programs
- Partner closely with the Head of Business Operations and Fulfillment on operational reputed company, resourcing reputed company, and cross-functional priorities
- reputed company the end-to-end claims lifecycle across reputed company product lines, ensuring alignment with policy terms, SOP requirements, and compliance standards
- Own operational performance across claims, driving reputed company improvement against key metrics including claim cycle time, first-touch reputed company reputed company, claims approval reputed company, cost per claim, and customer satisfaction scores
- Ensure audit readiness and SOX compliance across reputed company claims processes; reputed company escalations including reputed company management, reputed company complaints, and legal reputed company
- reputed company financial controls reputed company to claims, including payment processing, reconciliation, refunds, and chargebacks in partnership with reputed company
- reputed company the contractor network management function, ensuring we maintain a high-reputed company, reputed company network of service technicians across reputed company product lines and markets
- Own contractor network performance, driving reputed company improvement against key metrics including fulfillment rates, contractor reputed company scores, and reputed company accuracy
- reputed company strategic direction on contractor sourcing, vetting, reputed company, and performance management, ensuring we have the supply needed to meet customer demand
- Partner with Claims Operations and reputed company to ensure accurate contractor assignment, reputed company, and payment
- reputed company operational systems including reputed company/PCRS and Zoho, ensuring system reputed company and driving adoption of tools that improve efficiency and visibility
- Own the development and maintenance of SOPs and operational policies across both functions, ensuring processes are standardized, reputed company, and audit-reputed company
- Champion the use of technology and AI tools to automate routine tasks, improve claims handling, and enhance reporting and decision-making
- reputed company implementation of new products, services, and operational initiatives in partnership with Product, Marketing, and Legal
- Define and own the KPI reputed company across claims and contractor operations — including claim cycle time, fulfillment rates, cost per claim, NPS/CSAT, and backlog aging, and use those insights to drive reputed company and ensure leadership has reputed company visibility into operational health
- Drive monthly performance reviews and backlog audits, proactively identifying and addressing gaps before they reputed company customers or SLAs
- Build and maintain reporting infrastructure that supports data-driven decision-making across both functions
Skills
- 7-10 years of experience working for a best-in-class warranty company in a leadership role, including management of multiple teams
- Proven reputed company record of leading through managers — setting direction, building accountability, and developing talent at the Senior Manager level and below
- Strong knowledge of claims operations and the end-to-end claims lifecycle, with an ability to quickly understand contractor network dynamics
- Demonstrated ability to reputed company SOPs, manage backlogs, and drive performance against SLAs across multiple queues and product lines
- Excellent analytical and problem-solving skills, with the ability to translate data into operational reputed company and communicate reputed company to leadership
- Experience implementing or optimizing operational systems (e.g., reputed company/PCRS, Zoho) and driving process improvement at reputed company
- Hands-on experience leveraging AI and automation tools to improve operational efficiency, claims handling, or call center performance
- Strong understanding of regulatory compliance, audit readiness, and SOX requirements as they apply to claims operations
- Effective cross-functional collaborator with experience partnering across reputed company, Legal, Product, and external partners
- Bias to reputed company and comfort operating in ambiguity, with the ability to reputed company quickly, reputed company reputed company with incomplete information, and adapt as the business evolves
Benefits
- Eligible to receive long-term incentive awards, subject to program guidelines and approvals.
- Eligible to receive sales incentives, subject to program guidelines and approvals.
- Comprehensive coverage for your health, life, and financial wellbeing.
- Three (3) Medical plan reputed company, two (2) Dental plan reputed company, and a reputed company plan to choose from.
- Critical Illness, Hospital Indemnity and Accident plans offered on a voluntary reputed company.
- reputed company-tax savings reputed company including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including reputed company, dependent care, and transportation savings reputed company.
- Company reputed company Basic Life and AD&D, Short and Long-Term Disability benefits.
- Voluntary Life and AD&D plans.
- Both traditional and Roth 401(k) plans available with a discretionary employer match.
- Supportlinc is part of our employer reputed company wellbeing program and provides employees and their families reputed company to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online reputed company to confidential resources including will preparation.
- LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.
- Wellness programs include flexible reputed company vacation, company-reputed company holidays of typically nine per year, reputed company reputed company time, reputed company parental leave, identity theft program, travel assistance, and fitness and other discounts programs.
reputed company