Director of Operations Strategy (General Liability)

PRIMARY PURPOSE

To provide strategic leadership and oversight for the Large National Client General Liability program by aligning operational execution, client service delivery, analytics, and program initiatives to support high-quality claim outcomes, operational excellence, and long-term client partnership success.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provides strategic leadership and oversight for a Large National Client program across both operational execution and client service delivery
• Directly oversees the GL Non-Litigation Claims Manager and GL Litigation Supervisor to ensure alignment across litigated and non-litigated operations
• Led operational performance management activities including claim quality, inventory management, cycle time, litigation trends, and financial outcomes
• Oversees client stewardship, operational reporting, analytics, and presentation of program performance and strategic initiatives
• Pairs with client stakeholders and internal operational leadership to develop, implement, and monitor program improvement initiatives
• Translates operational and financial data into actionable insights and strategic recommendations to improve claim outcomes and operational effectiveness
• Serves as the primary coordination point between operations, analytics, client stakeholders, and executive leadership to ensure consistent execution of program objectives
• Supports the organization's quality program(s)
• Travels as required

Supervisory Responsibilities

• Interviews, hires, and establishes colleague performance development plans; conducts colleague performance discussions
• Provides support, guidance, leadership, and motivation to promote maximum performance
• Provides cross-functional leadership and operational coordination across GL operational and support teams

Qualifications

• Education & Licensing: Bachelor's degree from an accredited college or university preferred. CPCU, ARM, AIM, and/or AIC certifications preferred
• Licenses as required
• Experience: Ten (10) years of related experience or equivalent combination of education and experience required to include seven (7) years of claims management experience and four (4) years of supervisory experience

Skills & Knowledge

• Thorough knowledge of General Liability claims management practices and operational leadership principles
• Strong operational leadership and organizational management skills
• Excellent oral and written communication, including presentation skills
• Strong analytical, organizational, and problem-solving skills
• Excellent interpersonal, facilitation, and negotiation skills
• Strong understanding of operational analytics and performance management
• Ability to interpret operational and financial data and communicate actionable insights
• Ability to lead cross-functional teams and drive organizational alignment
• Strong client partnership and strategic collaboration skills
• PC literate, including Microsoft Office products and reporting platforms
• Ability to manage multiple priorities in a fast-paced, client-driven environment

WORK ENVIRONMENT

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
• Physical: Computer keyboarding, travel as required
• Auditory/Visual: Hearing, vision and talking

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits

Compensation

• The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.