Director Claims Operations

GAINSCO•Richardson, TX

10d•Hybrid

About The Position

GAINSCO is seeking a Director, Claims Operations, to provide strategic and operational leadership across First Notice of Loss (FNOL), Liability, and Bodily Injury claims operations. This highly visible leadership role oversees Claims Managers and Team Leaders supporting a large, multi-state claims organization. The Director is accountable for claim quality, customer experience, operational efficiency, financial performance, regulatory compliance, vendor performance, and workforce development. The ideal candidate brings extensive auto claims expertise, experience leading through other leaders, and a track record of using operational and financial insights to improve claims outcomes and organizational performance.

Requirements

Bachelor’s degree required.
An active Texas or Florida Adjuster License is required to perform the essential functions of the job and comply with state and GAINSCO requirements; additional licenses may be required upon hire and all licenses must be maintained in accordance with state requirements.
8–10+ years of progressive auto claims experience within the Property and Casualty insurance industry.
5+ years of leadership experience managing auto claims operations through Claims Managers, supervisors, and/or Team Leaders.
Experience leading Bodily Injury, Liability, and coverage-related claims operations.
Multi-state claims leadership experience.
Experience interpreting policy language and state statutes.
Experience managing third-party vendors, including establishing and monitoring service-level agreements, quality expectations, and operational performance measures.
Experience leading organizational change, process improvement, workforce planning, and operational transformation initiatives.
Proven ability to make sound coverage and liability decisions based on claim facts, investigation results, policy provisions, and applicable regulations.
Demonstrated experience managing operational performance through productivity, quality, customer experience, severity, leakage, cycle time, and compliance metrics.
Strong operational leadership and performance management capabilities.
Demonstrated success leading leaders in a fast-paced, high-volume claims environment.
Ability to analyze complex operational and financial information and translate findings into practical business decisions.
Strong strategic planning, organizational effectiveness, and change management skills.
Ability to establish priorities, allocate resources, manage competing demands, and execute against organizational objectives.
Excellent executive communication, presentation, and stakeholder management skills.
Ability to influence across organizational levels and build alignment around key decisions.
Strong process improvement mindset with the ability to identify risks, remove barriers, and improve operational performance.
Ability to communicate a clear and unified vision to executives, managers, Team Leaders, and claims employees.
Applicants must be eligible to lawfully work in the U.S. immediately; the employer will not sponsor U.S. work authorization for this opportunity.

Nice To Haves

Professional Insurance and/or Claims Designations.
Experience overseeing First Notice of Loss operations, claims intake functions, or customer contact center operations.
Experience handling and managing non-standard auto claims.

Responsibilities

Lead national FNOL, Liability, and Bodily Injury operations through Claims Managers and Team Leaders, ensuring consistent claim handling and achievement of operational goals.
Monitor productivity, inventory, closure rates, cycle time, claim quality, customer satisfaction, severity, leakage, expenses, and reserve adequacy.
Oversee third-party FNOL operations and vendor performance, including service levels, quality expectations, customer experience, and continuous improvement.
Develop Claims Managers and Team Leaders while strengthening employee engagement, succession planning, workforce capability, accountability, and talent retention.
Ensure compliance with company standards, state regulations, audit requirements, and corrective action plans in partnership with Quality Assurance, Legal, SIU, and Claims Strategy.
Partner with Underwriting, Actuarial, Product, IT, Customer Service, Legal, and external vendors to resolve technical claims issues, improve workflows, and support business objectives.