Director of Operations

Rockstar is recruiting for a venture-backed property damage claims partner that serves personal injury law firms. The client handles the end-to-end property damage claim (diminished value, total loss, repair resolution, rental coverage, and more) so PI attorneys can focus on the bodily injury side while their clients get maximized recoveries.

A property damage claim touches a lot of people: the law firm, the claimant, the carrier, the body shop, the dealership, the rental company. The client is building a company around being a genuine partner to every one of them. Each party should come away from a client file thinking that was the easiest part of the process. That isn't a customer service goal bolted onto the operation. It is the company, and it shapes who the client hires, what the client builds, and how the client measures itself.

The client is VC-backed, and in the year since launch it has signed PI firms of every size, from solo shops to the household names on the highway billboards. The operation is live, the volume is climbing, and now the client needs the operator who owns it.

The Director of Operations will own property damage delivery across the company. Volume, quality, cost per file, and the experience every stakeholder has along the way are the Director's numbers. The machine is built; the Director's job is to run it, sharpen it, and scale it.

The Director will lead two functions: case management and valuations. The Director will hire and manage the leads over each and build the operator bench beneath them. And the Director will stay hands-on. If spending a morning inside a stuck total loss file and an afternoon rewriting the SOP so it never happens again sounds like a good day, this role may be a fit.

• Owns the stakeholder experience end to end across firms, claimants, carriers, and automotive partners. Defines what each one should get from the client at every touchpoint, then holds the team to it
• Hires and manages the function leads, builds the operator bench, and sets the performance bar
• Builds the training programs and SOPs that onboard operators fast and hold one standard across onshore and offshore teams
• Works files directly to learn the operation, teach it, and troubleshoot what breaks
• Runs the operating rhythm: reviews, standups, and escalation paths that keep hundreds of claims moving
• Defines the metrics that matter, including the ones that capture how partners and claimants experience the client, and uses them to find and kill bottlenecks
• Shapes the client's AI-native case management system with real operational requirements, then owns its rollout
• Sets the culture for a distributed, growing team
  

• 5 years running high-volume case management or operations (PI law firm, medical coordination, insurance claims, or legaltech/insurtech)
• 2 years managing a team of 10 handling a repeating caseload
• Has made an existing operation measurably better, and can walk the client through the before-and-after numbers
• Has built training programs and SOPs themselves, and has managed managers, not just ICs
• Has owned relationships with parties outside their own building, not just internal throughput; knows the difference between closing a file and leaving everyone who touched it wanting to work with the client again
• Is not above the files. Working claims directly is how the Director learns an operation
• Based in Atlanta preferred; the client wants the Director in the room
  

• Competitive salary and opportunity for equity
• Health, dental, and vision coverage
• A direct line to leadership at a venture-backed company with product-market fit
• Real ownership of a scaling operation, with scope that grows as fast as the volume does