[Hiring] Head of Operations and Claims @Porch Group

Role Description

The future is bright for the Porch Group, and we’d love for you to be a part of it as our Head of Operations, Warranty.

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.

Qualifications

• 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.

Requirements

• Lead and develop the Warranty Operations team across claims operations and contractor network management.
• Establish and own the operating rhythm of the team, including business reviews, initiative execution, and performance reporting.
• Build and maintain a high-performing culture grounded in accountability, continuous improvement, and customer focus.
• Oversee the end-to-end claims lifecycle across all product lines.
• Own operational performance across claims, driving continuous improvement against key metrics.
• Ensure audit readiness and SOX compliance across all claims processes.
• Oversee the contractor network management function, ensuring a high-quality, responsive network of service technicians.
• Own contractor network performance, driving continuous improvement against key metrics.
• Oversee operational systems including PCMI/PCRS and Zoho.
• Define and own the KPI framework across claims and contractor operations.

Benefits

• Pay Range: $116,300 - $162,800 Annually.
• Long-term incentive awards, subject to program guidelines and approvals.
• Sales incentives, subject to program guidelines and approvals.
• Comprehensive coverage for health, life, and financial wellbeing.
• Three Medical plan options, two Dental plan options, and a Vision plan.
• Voluntary Critical Illness, Hospital Indemnity, and Accident plans.
• Pre-tax savings options including a partially employer funded Health Savings Account.
• Company paid Basic Life and AD&D, Short and Long-Term Disability benefits.
• Traditional and Roth 401(k) plans with discretionary employer match.
• Supportlinc for mental health coaching and resources.
• LifeBalance for year-round discounts on various services.
• Flexible paid vacation, company-paid holidays, and paid parental leave.