Director of Client Operations
First Call Claims Solutions, White House, TN, United States
Lead Operational Excellence & Client Impact
— Director of Client Operations (Hybrid - White House, TN)
First Call Claims Solutions (QRM) is a trusted call center with 25+ years of experience serving 1,000+ clients nationwide. We specialize in processing insurance claims—from the very first report of a loss (FNOL - First Notice of Loss) to any other incident that needs attention (FNOI - First Notice of Incident)—and provide 24/7 support, overflow handling, and dedicated CAT response teams. Our reputation is built on operational excellence, responsiveness, and an unwavering commitment to our clients.
About The Role Are you a strategic operations leader who thrives at the intersection of client success and performance excellence? We are seeking a Director of Client Operations to lead our Quality and Training functions, ensure SLA compliance across client programs, and drive continuous operational improvement. This role serves as a key bridge between our internal service delivery teams and external clients, ensuring we consistently exceed expectations and deliver measurable value.
Why You\'ll Love This Role
Executive-level visibility and direct partnership with the COO
Lead and shape Quality & Training strategy across all client programs
Influence client satisfaction, retention, and long-term growth
Partner cross-functionally with Sales, Account Management, and Executive Leadership
Drive measurable impact through performance analytics and operational strategy
What You\'ll Be Doing
Client Performance Leadership: Own SLA and contractual compliance across all client programs
Serve as senior escalation point for operational client concerns
Align service delivery with evolving client expectations
Partner with Account Management on strategic operational initiatives
Quality & Training Strategy: Oversee Quality Assurance and Training teams
Establish quality frameworks aligned to client standards
Leverage QA insights to drive continuous improvement
Ensure training programs support client-specific workflows
Develop corrective action plans with Operations leadership
Reporting & Business Reviews: Lead operational performance reporting
Participate in monthly, quarterly, and annual client business reviews
Translate metrics into meaningful, client-facing insights
Identify opportunities to expand service value and strengthen partnerships
Cross-Functional Leadership: Partner with Sales, Account Management, and Executive Leadership
Ensure operational readiness for new client implementations
Provide guidance and coaching to Quality Coaches, Trainers, and indirect reports
Who You Are
3+ years of experience in client operations, call center management, or related leadership roles
Proven experience leading client-facing support operations
Strong leadership and team management skills
Strategic thinker with the ability to execute effectively
Skilled in operational efficiency and process improvement
Comfortable managing budgets and optimizing resources
Strong analytical and problem-solving capabilities
Excellent written and verbal communication skills
Proficient in Microsoft Word, Excel, and call center performance metrics
Ready to Lead Operational Excellence?
If you\'re passionate about driving client success, leading high-performing teams, and turning operational metrics into strategic advantage, we\'d love to connect with you. Apply today and help shape the future of client operations at First Call Claims Solutions.
#J-18808-Ljbffr
— Director of Client Operations (Hybrid - White House, TN)
First Call Claims Solutions (QRM) is a trusted call center with 25+ years of experience serving 1,000+ clients nationwide. We specialize in processing insurance claims—from the very first report of a loss (FNOL - First Notice of Loss) to any other incident that needs attention (FNOI - First Notice of Incident)—and provide 24/7 support, overflow handling, and dedicated CAT response teams. Our reputation is built on operational excellence, responsiveness, and an unwavering commitment to our clients.
About The Role Are you a strategic operations leader who thrives at the intersection of client success and performance excellence? We are seeking a Director of Client Operations to lead our Quality and Training functions, ensure SLA compliance across client programs, and drive continuous operational improvement. This role serves as a key bridge between our internal service delivery teams and external clients, ensuring we consistently exceed expectations and deliver measurable value.
Why You\'ll Love This Role
Executive-level visibility and direct partnership with the COO
Lead and shape Quality & Training strategy across all client programs
Influence client satisfaction, retention, and long-term growth
Partner cross-functionally with Sales, Account Management, and Executive Leadership
Drive measurable impact through performance analytics and operational strategy
What You\'ll Be Doing
Client Performance Leadership: Own SLA and contractual compliance across all client programs
Serve as senior escalation point for operational client concerns
Align service delivery with evolving client expectations
Partner with Account Management on strategic operational initiatives
Quality & Training Strategy: Oversee Quality Assurance and Training teams
Establish quality frameworks aligned to client standards
Leverage QA insights to drive continuous improvement
Ensure training programs support client-specific workflows
Develop corrective action plans with Operations leadership
Reporting & Business Reviews: Lead operational performance reporting
Participate in monthly, quarterly, and annual client business reviews
Translate metrics into meaningful, client-facing insights
Identify opportunities to expand service value and strengthen partnerships
Cross-Functional Leadership: Partner with Sales, Account Management, and Executive Leadership
Ensure operational readiness for new client implementations
Provide guidance and coaching to Quality Coaches, Trainers, and indirect reports
Who You Are
3+ years of experience in client operations, call center management, or related leadership roles
Proven experience leading client-facing support operations
Strong leadership and team management skills
Strategic thinker with the ability to execute effectively
Skilled in operational efficiency and process improvement
Comfortable managing budgets and optimizing resources
Strong analytical and problem-solving capabilities
Excellent written and verbal communication skills
Proficient in Microsoft Word, Excel, and call center performance metrics
Ready to Lead Operational Excellence?
If you\'re passionate about driving client success, leading high-performing teams, and turning operational metrics into strategic advantage, we\'d love to connect with you. Apply today and help shape the future of client operations at First Call Claims Solutions.
#J-18808-Ljbffr