Operations Director

Director of Operations

The Director of Operations is responsible for the end-to-end lifecycle of the insurance portfolio, with a primary focus on optimizing Lead-to-Revenue velocity and maintaining Technical Integrity across all divisions.

Key Responsibilities:

1. Claims & Service Level Governance

2. SLA Enforcement & Response Architecture: Establish and enforce a rigorous 2-hour Service Level Agreement (SLA) for all claim-related inquiries. Identify and mitigate operational bottlenecks to ensure Golden Hour response benchmarks are maintained company-wide.

3. Strategic Carrier Relations: Manage high-level institutional relationships with primary insurers (specifically MICI). Leverage financial obligations to negotiate preferential service terms, expedited approval protocols (LOAs), and dedicated technical support channels.

4. Technical Audit & Data Integrity: Conduct regular forensic audits of the Claims Departmen...