Customer Operations Lead, Claims
Core
Lead the Customer Operations team to deliver pet treatment support and claims experience, ensuring fair, quick, and empathetic interactions for stressed pet parents.
Role type
Senior Customer Operations Lead (Claims)
Builds
A high-performing Customer Ops team, service metrics dashboards, automation + human collaboration models, and seamless claims/treatment journeys.
Domain
Pet Insurance / Health Tech / Claims Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People leadership (coaching, hiring, performance management), operational discipline (queue health, capacity planning, SLAs), systems thinking (process design, playbooks, root-cause analysis), cross-functional partnership (Product, Engineering, Risk/Compliance), empathy in ambiguous situations, data-driven decision making.
Preferred skills
Experience in fast-paced digital environments, track record of high CSAT/NPS, ability to design human+AI workflows.
Technologies
None explicitly stated
Responsibilities
Coach and build a high-performance team; own daily operations including queue health and escalations; build operating systems (reporting, playbooks, training); design end-to-end journeys across humans, AI, and partners; partner with Product/Engineering to fix journeys at the source.
Seniority
Senior, leader-builder role (1-2 years from Head of Ops)
