Head of Operations and Claims, AHP & Porch Warranty

Porch Group•Seattle, WA

2d•$116,300 - $162,800•Remote

About The Position

Porch Consumer Services is a division of Porch Group that helps homeowners protect, manage, and maintain one of life's most important investments, their home. Through our home warranty brands, including American Home Protect, Residential Warranty Services, and Porch Warranty, we serve hundreds of thousands of customers across the country, providing coverage and peace of mind across the systems and appliances that matter most. We are looking for a Head of Operations to lead and scale the operational engine behind our home warranty business. This is a high-impact leadership role responsible for overseeing two core functions, claims management and contractor network management, that together define how we deliver on our promise to customers. You will set the strategic direction, build the systems and processes that drive operational excellence, and ensure we have the right people, tools, and processes in place to maintain rigorous financial controls and regulatory compliance across the claims lifecycle. This is an opportunity to build and lead a critical function at a company that is investing meaningfully in its warranty business. You will help define what great looks like for our customers, our contractor partners, and our team, and drive the next phase of operational growth.

Requirements

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.

Responsibilities

Lead and develop the Warranty Operations team across claims operations and contractor network management, setting clear direction, fostering a culture of ownership, and ensuring the team has what it needs to perform at a high level.
Establish and own the operating rhythm of the team, including business reviews, initiative execution, and performance reporting, ensuring the team is aligned, informed, and moving with urgency.
Build and maintain a high-performing culture grounded in accountability, continuous improvement, and customer focus, including oversight of onboarding, training, and team development programs.
Partner closely with the Head of Business Operations and Fulfillment on operational strategy, resourcing decisions, and cross-functional priorities.
Oversee the end-to-end claims lifecycle across all product lines, ensuring alignment with policy terms, SOP requirements, and compliance standards.
Own operational performance across claims, driving continuous improvement against key metrics including claim cycle time, first-touch resolution rate, claims approval rate, cost per claim, and customer satisfaction scores.
Ensure audit readiness and SOX compliance across all claims processes; oversee escalations including reputation management, Attorney General complaints, and legal matters.
Oversee financial controls related to claims, including payment processing, reconciliation, refunds, and chargebacks in partnership with Accounting.
Oversee the contractor network management function, ensuring we maintain a high-quality, responsive network of service technicians across all product lines and markets.
Own contractor network performance, driving continuous improvement against key metrics including fulfillment rates, contractor quality scores, and dispatch accuracy.
Provide strategic direction on contractor sourcing, vetting, onboarding, and performance management, ensuring we have the supply needed to meet customer demand.
Partner with Claims Operations and Accounting to ensure accurate contractor assignment, dispatch, and payment.
Oversee operational systems including PCMI/PCRS and Zoho, ensuring system integrity 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, scalable, and audit-ready.
Champion the use of technology and AI tools to automate routine tasks, improve claims handling, and enhance reporting and decision-making.
Lead implementation of new products, services, and operational initiatives in partnership with Product, Marketing, and Legal.
Define and own the KPI framework 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 decisions and ensure leadership has timely visibility into operational health.
Drive monthly performance reviews and backlog audits, proactively identifying and addressing gaps before they impact customers or SLAs.
Build and maintain reporting infrastructure that supports data-driven decision-making across both functions.

Benefits

Long-term incentive awards
Sales incentives
Three (3) Medical plan options
Two (2) Dental plan options
Vision plan
Critical Illness plans
Hospital Indemnity plans
Accident plans
Pre-tax savings options
Partially employer funded Health Savings Account
Employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options
Company paid Basic Life and AD&D
Short and Long-Term Disability benefits
Voluntary Life and AD&D plans
Traditional and Roth 401(k) plans with a discretionary employer match
Supportlinc (on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation)
LifeBalance (discounts on gym memberships, travel, appliances, movies, pet insurance and more)
Flexible paid vacation
Company-paid holidays of typically nine per year
Paid sick time
Paid parental leave
Identity theft program
Travel assistance
Fitness and other discounts programs