Senior Director, Global Claims Operations

The Company Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com , Intuit, Uber, Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the role We are looking for the architect of our Global Claims Engine. Your mission is simple but massive: Build the infrastructure to 10x our volume without a corresponding increase in headcount. This is not a "business as usual" operations role. You are a visionary operator tasked with driving an AI-first claims strategy that transforms a traditional back-office function into a seamless, high-velocity digital product. You will ensure our global footprint (spanning the US, EMEA, and APAC) is structurally prepared to onboard the world’s largest digital partners at lightning speed. What You'll Do: Global Claims Leadership & Hybrid Strategy: Hire, develop, and retain a high-performing organization across regional hubs. You will design and oversee a hybrid labor strategy, balancing an elite in-house claims team with global BPO partners to ensure elastic capacity and 24/7 reliability during peak demand. Digital Claims Transformation: Partner with Product and Process Engineering to drive AI-driven adjudication and end-to-end automation. You will architect the "Human-in-the-Loop" strategy, ensuring AI handles high-volume processing while human expertise is surgically applied to complex, high-empathy moments to deliver a seamless experience that improves NPS. Insurance Portfolio & Loss Ratio Management: Act as the primary lead for the operational performance of our insurance portfolio. You will monitor global book performance and implement data-driven strategies—including technical severity controls, indemnity accuracy, and leakage detection—to ensure claims outcomes consistently align with target Loss Ratios. Performance Culture & Anomaly Detection: Own the management of the global claims team by utilizing real-time dashboards augmented by AI-driven anomaly detection. You will identify performance outliers, drive group-wide productivity, and maintain a high-accountability environment focused on Unit Economics and Velocity. Launch Readiness & Strategic Gatekeeping: Act as the final "Operational Readiness" sign-off for new global partnerships. You ensure the team, systems, and fulfillment networks are fully prepared and "audit-ready" before any new partner goes live. The Change Engine: Act as the primary driver for operational evolution by partnering with QA, Training, and Insurance to institutionalize findings. You own the execution of systemic changes required to permanently shorten feedback loops and reduce cycle times. Global Governance & Automated Licensing: Maintain standardized, compliant frameworks across all regulatory jurisdictions (FCA, ASIC etc.). This includes owning the automated management and systemic oversight of the US Licensed Adjuster program to ensure 100% credentialing compliance at scale. What We're Looking For : 10+ Years of Leadership: Extensive experience leading large-scale, high-volume claims or service operations, specifically in a global or multi-region environment. Scale Mastery: A proven track record of managing operations through rapid growth phases without compromising quality or compliance. Insurtech or Fintech Background: Deep understanding of the intersection between insurance regulations and high-growth technology platforms. Performance-Driven Track Record: Demonstrated success in meeting and exceeding KPIs related to Unit Economics, NPS, and Loss Ratios. Change Management: Experience leading organizational transformation or re-engineering complex workflows to drive efficiency. Regulatory Sophistication: Knowledge of global insurance regulatory frameworks and experience managing "audit-ready" operations. Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times. • Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words! Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat! * Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full P rivacy Policy.