Vice President of Claims & Contact Center Operations [HT-891271]

Job Description

PORTFOLIO

VICE PRESIDENT OF CLAIMS & CONTACT CENTER OPERATIONS

Are you a strategic, people-focused leader who inspires teams with visible enthusiasm and a motivating presence? Do you excel at optimizing processes, empowering high-performing teams, and driving innovation and operational excellence? If you thrive in fast-paced environments, can guide teams through complex claims with confidence, and set the tone for high engagement and shared accountability, then we want to talk to you!

Our ideal VP of Claims and Contact Center Operations is:

• Strategic: You see the bigger picture, anticipating industry trends and strategically positioning the team for future success.
• Collaborative: Known for building authentic relationships, you foster trust and respect across departments, clients, and the team.
• Data-Driven: You ground your decisions in evidence, ensuring solutions are both impactful and sustainable.
• Adaptable: Naturally responsive to change, you lead with resilience and guide your team through evolving demands with clarity and poise.
• Inspiring: Your leadership energizes those around you, motivating the team to excel and think long-term.
  
  

At Portfolio, your strategic mind and customer-centered philosophy will bring long-lasting success. Our VP of Claims and Contact Center Operations will deeply understand the nuances of auto claims, see possibilities others might miss, and know that the best solutions combine data with a human touch.

Responsibilities

With a hands-on approach to team building and operations balanced with a forward-looking vision focused on innovation and growth, this role:

Strategic and Market Leadership

• Aligns department goals with Portfolio’s broader organizational strategy and continuous improvement
• Anticipates market dynamics, competitor strategies, and technology advancements to maintain competitiveness
• Enhances Portfolio’s industry reputation through strategic relationships and best-in-class practices
• Clearly cascades the overarching vision across all levels of the team
  
  

People and Team Leadership

• Energizes and inspires a 100 person team with visible engagement and accountability
• Builds trust quickly with both direct reports and front-line employees, creating alignment and a sense of shared purpose
• Builds a high-performance, values-driven culture, driving measurable improvements in employee satisfaction
• Develops future leaders through intentional succession planning and talent alignment
• Optimizes workforce structure to balance customer-facing and back-end functions effectively
  
  

Operational Excellence and Innovation

• Establishes consistent policies and procedures to improve efficiency across the department
• Leads change management efforts to foster adaptability and responsiveness
• Pursues ambitious improvements in claims processing times and cost management
• Enhances the claims setup and processing workflow, reducing obstacles and maximizing productivity
• Integrates technology solutions to streamline operations and drive continuous process improvement
• Promotes transparent communication during operational changes to ensure alignment at all levels
• Promotes transparent communication and establishes rhythms for alignment on KPIs, goals, and cultural priorities
• This is an in-person position based in Dallas, TX. **
  
  

Qualifications

Required

• Automotive claims, car repair, warranty, service contract, or primary insurance (property or casualty) experience
• Director or VP-level leadership managing 100 employees
• Inbound customer service center management with multi-channel support (SMS, email, etc.) and systems knowledge (Nice, Avaya, Aspect, or Five9)
• Proven operational leadership, including budget oversight, improving contact center efficiency, and quality assurance
• Experience implementing and improving key operational metrics in a contact center environment
• Experience growing and scaling remote or national teams, using strategic initiatives and personal connection to build strong culture, cohesive teams, and develop talent
  
  

Preferred

• F&I service contract claims adjudication experience
• OEM experience in automotive claims or warranty
• AI/technology initiative implementation
  
  

Desired

• Knowledge of reinsurance models and experience working with agents or dealers
• Exposure to mechanical claims, auto repair, and automotive customer service
• Proven track record of customer-centric, in-house solutions for full claim lifecycle management
  
  

THE COMPANY – Portfolio

Portfolio Reinsurance, established in 1989, is a leader in dealer-owned reinsurance solutions. We support auto, RV, motorcycle, and powersports dealers in building wealth by enabling them to own their reinsurance companies, retaining 100% of underwriting profits and investment income. Portfolio emphasizes transparency, comprehensive reporting, and flexible product offerings. Through our award-winning approach, we partner closely with dealers, leveraging industry insights and tailored strategies to maximize financial growth, ensuring strong dealer control and flexibility.

Core Values:

• Vision: We envision Portfolio as the most trusted and respected provider of protection products and services, recognized for our best-in-class customer experience.
• Purpose: Providing financial security for consumers while generating and protecting wealth for our stakeholders.
• Core Values: Serving people, building trust, improving continuously, embracing innovation and change.
  
  

WHY WORK WITH US?

• A professional, ethical company with a strong reputation
• A diverse, inclusive culture that values each voice and perspective
• Every team member has a voice, and good ideas are heard
• Direct access to leadership - our CEO walks the floor and connects with everyone
• Mid-sized with the feel of a small business and resources to grow quickly
• Growth and development opportunities in a dynamic industry
• Room to advance both professionally and financially
• A focus on relationships and collaboration
• Challenging and fulfilling work where no two claims are the same
• An experienced claims team that’s ready for guidance and inspiration
  
  

Salary: $180k - $240k bonus opportunity

Benefits: Comprehensive benefits package, including Medical, Dental, Vision, 401(k), Life Insurance, Short and Long-Term Disability, plus additional supportive programs

Are you ready to lead with vision, inspire change, and drive results? Apply today!