Director of Claims Operations (Insurtech)

Tint

3h•Remote

About The Position

Tint enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance. We offer plug-and-play and white-labeled integrations, equipping brands we partner with a sophisticated mix of technology infrastructure, services, and deep industry expertise. Embedded insurance can transform insurance from a product bought separately to a feature of brands consumers love, and we are on a mission to make that happen. Happy Tint customers include Turo, Deel, uShip, Guesty, Neighbor, BabyQuip, and CitizenShipper, among others. We've raised $30M and are backed by world-class investors such as Y Combinator, QED, Deciens, Nyca, Plug and Play, WIN, Soma Capital, and Pioneer Fund. About the Role We’re looking for a Director of Claims Operations to build and lead our claims function from the ground up. This is a rare opportunity to design a modern, customer-first claims experience at an insurtech startup—combining operational excellence with smart automation and AI-driven workflows. Claims are one of the most important customer moments in insurance—and one of the biggest opportunities to reinvent. You’ll define the standards, tooling, and culture of claims at our company, and build a program that customers trust and teams are proud of. You’ll own the full claims strategy and execution, create the operating model, hire and develop a high-performing team, and partner closely with Product, Engineering, Underwriting, Compliance, and Customer Experience to deliver fast, fair, and transparent outcomes for our customers.

Requirements

10+ years of progressive claims leadership experience within an insurer/carrier, MGA, TPA, or insurtech (hybrid experience strongly preferred). Experience working in a program, delegated authority, or high-growth environment is a plus
Experience implementing and optimizing claims systems and digital workflows (FNOL, case management, payments, customer communications)
Licensed in all 50 states or ability to test and become licensed within 4-6 weeks of start date.
Demonstrated success building or transforming claims programs into high-quality, scalable operations
Deep understanding of claims best practices: coverage analysis, investigations, reserving, settlements, regulatory requirements, and dispute handling
Proven ability to lead teams, including managing adjusters and developing people leaders
Strong operational leadership skills with experience implementing SOPs, QA, training, and performance management
Track record of partnering cross-functionally with Product and Engineering to improve workflows and customer experience
Excited by early-stage environments: hands-on, adaptable, and comfortable operating with ambiguity
Able to travel to team and company offsites both domestically and internationally 2 - 4x per year.

Nice To Haves

Experience operating within an MGA model
Experience launching claims operations at an insurtech or building a claims org from scratch
Experience implementing claim systems (FNOL intake, CRM/case management, payments) and vendor partnerships (TPAs, SIU, appraisers, repair networks)
Familiarity with applying AI/automation in claims operations (triage, NLP document extraction, decision support, customer messaging)
Experience with claims compliance frameworks, audits, and regulator readiness
Demonstrates a growth mindset: continuously learning, iterating, and raising the bar for both self and team.
Willingness to be wrong: seeks truth over ego, invites feedback, and updates decisions quickly based on new information.
Operates with a fail-fast / learn-fast approach: tests hypotheses, runs tight iteration loops, and scales what works.
Brings strong customer empathy and frontline respect, with a bias toward understanding real customer friction before optimizing processes.
Ideally has carrier-side experience (or meaningful carrier partnerships) to bring a grounded perspective on how insurers operate and make decisions.
Ideally has call center / customer operations experience, with firsthand understanding of service delivery, quality systems, escalations, and customer outcomes.

Responsibilities

Build and scale a world-class claims organization
Build the claims function from zero to scale: org design, hiring plan, vendor strategy, workflows, QA, regulatory controls, and reporting
Own claims tooling selection and implementation (core claims platform, FNOL, document management, payments, communications, analytics)
Create a scalable operating model across claims intake, investigation, adjudication, payments, and customer communications
Define service standards and workflows that balance speed, accuracy, empathy, and compliance
Deliver an exceptional customer experience
Design a claims journey that is simple, proactive, and transparent
Reduce customer effort and resolution time through clear communication, self-service capabilities, and strong case management
Establish voice-of-customer feedback loops and measurable CX targets (e.g., NPS/CSAT, time-to-resolution)
Use AI to drive efficiency and better outcomes
Leverage AI/ML to reduce claim open time and time-to-first-action through automated intake, triage, and document extraction
Define human-in-the-loop decisioning, QA thresholds, and audit trails to ensure accuracy, fairness, and regulatory alignment
Partner with Product/Engineering to deploy automation while ensuring appropriate oversight, auditability, and regulatory alignment
Build a culture of continuous improvement using data, experimentation, and performance analytics
Lead and develop a high-performing team
Hire, coach, and manage claims leaders and adjusters; build a team known for quality and customer advocacy
Create a strong training and QA program with clear performance expectations and growth paths
Foster a collaborative, accountable environment with consistent feedback and development
Own claims performance, risk, and compliance
Drive measurable improvement in severity, leakage, cycle time, and customer satisfaction, using data and operational experimentation
Implement robust controls for regulatory compliance, file quality, complaints, litigation, and vendor oversight
Partner with Finance and Underwriting to analyze trends and improve loss performance and product design