Head of Operations, Warranty

About the role

Porch Consumer Services, a division of Porch Group, helps homeowners protect, manage, and maintain their homes through home warranty brands including American Home Protect, Residential Warranty Services, and Porch Warranty. We serve hundreds of thousands of customers nationwide, providing coverage and peace of mind for essential home systems and appliances.

We are seeking a Head of Operations to lead and scale the operational engine behind our home warranty business. This high-impact leadership role oversees two core functions—claims management and contractor network management—that define how we deliver on our customer promise. You will set strategic direction, build systems and processes for operational excellence, and ensure rigorous financial controls and regulatory compliance across the claims lifecycle. This is an opportunity to build and lead a critical function at a company investing meaningfully in its warranty business.

Responsibilities

• Operational Leadership
  • Lead and develop the Warranty Operations team across claims operations and contractor network management, setting clear direction and fostering a culture of ownership.
  • Establish and own the operating rhythm, including business reviews, initiative execution, and performance reporting to ensure alignment and urgency.
  • Build and maintain a high-performing culture grounded in accountability, continuous improvement, and customer focus, including oversight of onboarding, training, and team development.
  • Partner closely with the Head of Business Operations and Fulfillment on operational strategy, resourcing decisions, and cross-functional priorities.
• Claims Operations Oversight
  • Oversee the end-to-end claims lifecycle across all product lines, ensuring alignment with policy terms, SOP requirements, and compliance standards.
  • Drive continuous improvement against key metrics: 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.
• Contractor Network Oversight
  • Oversee the contractor network management function, ensuring a high-quality, responsive network of service technicians across all product lines and markets.
  • Own contractor network performance, driving improvement against fulfillment rates, contractor quality scores, and dispatch accuracy.
  • Provide strategic direction on contractor sourcing, vetting, onboarding, and performance management to meet customer demand.
  • Partner with Claims Operations and Accounting to ensure accurate contractor assignment, dispatch, and payment.
• Systems, Tools & Process Excellence
  • Oversee operational systems including PCMI/PCRS and Zoho, ensuring system integrity and driving adoption of efficiency-improving tools.
  • Own the development and maintenance of SOPs and operational policies to ensure 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.
• Performance Management & Reporting
  • 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.
  • Drive monthly performance reviews and backlog audits, proactively identifying and addressing gaps before they impact customers or SLAs.
  • Build and maintain reporting infrastructure to support data-driven decision-making across both functions.

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.

Benefits

• Compensation
  • Pay Range: $138,800 - $194,300 annually (actual pay reflects experience, skillsets, job-related knowledge, market alignment, and geographic location).
  • Eligibility for long-term incentive awards and sales incentives, subject to program guidelines and approvals.
• Health & Wellness
  • Three medical plan options, two dental plan options, and a vision plan.
  • Voluntary Critical Illness, Hospital Indemnity, and Accident plans.
  • Partially employer-funded Health Savings Account and employee Flexible Savings Accounts (healthcare, dependent care, transportation).
  • Company-paid Basic Life, AD&D, Short and Long-Term Disability benefits.
  • Voluntary Life and AD&D plans.
• Retirement & Savings
  • Traditional and Roth 401(k) plans with a discretionary employer match.
• Wellbeing & Support
  • Employer-paid wellbeing program (SupportLinc) providing on-demand guided meditation, mindfulness exercises, mental health coaching, clinical care, and confidential resources including will preparation.
  • Free LifeBalance resource for year-round discounts on gym memberships, travel, appliances, movies, pet insurance, and more.
  • Flexible paid vacation, typically nine company-paid holidays per year, paid sick time, and paid parental leave.
  • Identity theft program, travel assistance, and fitness/other discounts.

Remote positions are not available in Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia.