Head of Operations (NYC)

About Us

ClaimSorted is a fast-growing InsurTech startup helping insurance companies fully outsource their claims processing. This service is known as Third Party Administration, or TPA, and it’s a $200 billion industry.

Unlike traditional TPAs, we combine cutting-edge technology with an outstanding in-house claims team to deliver a significantly better experience — and better economics — for both insurers and their policyholders.

We’re backed by some of the world’s top investors, including YCombinator, and raised over $13 million in funding. We’ve been growing very rapidly, and our goal is to become the most valuable TPA in the market.

This is a hardcore, high-performance role with a 6-day workweek from the NYC office. We’re not here to be average — and neither are you.

Location: NYC

The Role

We’re looking for a Operations Lead to own, scale, and continuously improve the systems that power our operations and claims team.

This is a hands-on role. You’ll define and refine how we hire, train, and let go of people. You’ll improve how we measure workload, allocate resources, and keep quality high. You’ll also flag product issues, close operational gaps, and fight inefficiencies.

Responsibilities

• Build and maintain scalable operations processes — hiring, training, QA, workforce planning, etc.
• Drive accountability, performance, and consistency across the claims team
• Spot inefficiencies and eliminate friction, waste, and manual work
• Define and track key operational metrics (SLA, accuracy, resource load)
• Collaborate with Product to fix operational pain points and improve internal tools

Experience

• Builds Empathetic Customer Experience Systems. Can coach teams and build rituals that reinforce fast, compassionate service
• Leads Hiring, Firing, and Training Processes. Designs structured hiring flows, onboarding programs, and performance standards that scale
• Drives Process Improvements. Regularly removes friction, adopts new tools (e.g. ChatGPT, Wispr etc), and fine-tunes internal systems
• Identifies Operational Gaps and Time Wasters. Quickly spots inefficiencies and takes structured action to resolve them
• Manages Resources and Team Workload. Forecasts demand, assigns capacity, and ensures output consistency
• Provides Product Feedback for Strategic Wins. Surfaces the right ops insights at the right time to help Product make better decisions
• Demonstrates Diligence and Attention to Detail. Proactively catches issues before they hit the customer or books, and builds systems to avoid repeat mistakes

Our values

• Shoot for the Stars. We set ambitious goals and strive to surpass expectations
• Move Fast. Speed matters. We act decisively, iterate quickly, and optimise for momentum
• Always Overdeliver. Mediocrity has no place here; we exceed expectations in everything we do
• Think Customer-First, Always. The customer experience drives every decision we make
• Challenge the Status Quo. We innovate relentlessly, refusing to settle for 'good enough
• Say It How It Is. Transparency and direct communication create efficiency and trust

Perks

• Competitive compensation
• Paid time off (vacation time, sick time, 9 paid Company holidays)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision
• 401 (k) retirement savings plan with company match
• Promotional opportunities