Head of Operations and Claims, AHP & Porch Warranty
$116,300–$162,800 year
RemoteUnited States
Job Summary
Lead and scale the operational engine for Porch Consumer Services by overseeing end-to-end claims lifecycle management and contractor network operations across American Home Protect, Residential Warranty Services, and Porch Warranty. Establish strategic direction, build systems, and define SOPs to drive operational excellence while maintaining rigorous financial controls, SOX compliance, and audit readiness. Manage the Warranty Operations team, fostering a culture of ownership and accountability through performance reviews, backlog audits, and continuous improvement initiatives. Own key performance metrics including claim cycle time, fulfillment rates, and customer satisfaction, partnering with Accounting, Legal, and Product to optimize processes, leverage AI tools for automation, and ensure timely delivery of services to hundreds of thousands of homeowners.
Required Qualifications
- 7-10 years of experience working for a best-in-class warranty company in a leadership role, including management of multiple teams
- Proven track 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 develop 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 decisions and communicate clearly to leadership
- Experience implementing or optimizing operational systems (e.g., PCMI/PCRS, Zoho) and driving process improvement at scale
- 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 Accounting, Legal, Product, and external partners
- Bias to action and comfort operating in ambiguity, with the ability to move quickly, make sound decisions with incomplete information, and adapt as the business evolves
- Must be able to lift 50 lbs
Desired Qualifications
- Bachelor's degree
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