Director of Operations

Rockstar • Atlanta, GA

3d • Onsite

About The Position

Rockstar is recruiting for a venture-backed property damage claims partner that serves personal injury law firms. The client handles the end-to-end property damage claim (diminished value, total loss, repair resolution, rental coverage, and more) so PI attorneys can focus on the bodily injury side while their clients get maximized recoveries. The client is building a company around being a genuine partner to every party involved in a property damage claim: the law firm, the claimant, the carrier, the body shop, the dealership, and the rental company. Each party should come away from a client file thinking that was the easiest part of the process. This philosophy shapes who the client hires, what the client builds, and how the client measures itself. The client is VC-backed and has signed PI firms of every size since its launch. The operation is live, volume is climbing, and the client now needs an operator to own it.

The Director of Operations will own property damage delivery across the company. Key performance indicators include volume, quality, cost per file, and the experience of every stakeholder. The Director's job is to run, sharpen, and scale the existing operational machine. The Director will lead two functions: case management and valuations. They will hire and manage the leads for each function and build the operator bench beneath them, while also staying hands-on. If spending a morning inside a complex file and an afternoon rewriting the SOP to prevent future issues sounds appealing, this role may be a fit.

Requirements

• 5+ years running high-volume case management or operations (PI law firm, medical coordination, insurance claims, or legaltech/insurtech).
• 2+ years managing a team of 10+ handling a repeating caseload.
• Proven track record of measurably improving an existing operation, with quantifiable before-and-after results.
• Experience building training programs and SOPs.
• Experience managing managers, not just individual contributors.
• Experience owning relationships with external parties, not just internal throughput.
• Willingness to work claims directly to understand the operation.
• Based in Atlanta preferred.

Responsibilities

• Owns the stakeholder experience end to end across firms, claimants, carriers, and automotive partners.
• Defines what each stakeholder should receive from the client at every touchpoint and holds the team accountable.
• Hires and manages function leads, builds the operator bench, and sets the performance bar.
• Builds training programs and SOPs for fast operator onboarding and consistent standards across onshore and offshore teams.
• Works files directly to learn, teach, and troubleshoot the operation.
• Runs the operating rhythm, including reviews, standups, and escalation paths to manage claim flow.
• Defines key metrics, including those capturing partner and claimant experience, to identify and resolve bottlenecks.
• Shapes the client's AI-native case management system with operational requirements and oversees its rollout.
• Sets the culture for a distributed, growing team.

Benefits

• Competitive salary
• Opportunity for equity
• Health coverage
• Dental coverage
• Vision coverage
• A direct line to leadership at a venture-backed company with product-market fit
• Real ownership of a scaling operation with growing scope

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed