Head of Operations, Warranty

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home. As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies. In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED. Job Title:   Head of Operations, Warranty Location:   United States       Workplace Type:   Remote     Job Summary     The future is bright for the Porch Group, and   we’d   love for   you to be a part of it as our Head of Operations, Warranty .    Job Summary Porch Consumer Services is a division of Porch Group that helps homeowners protect, manage, and maintain one of life's most important investments, their home. Through our home warranty brands, including American Home Protect, Residential Warranty Services, and Porch Warranty, we serve hundreds of thousands of customers across the country, providing coverage and peace of mind across the systems and appliances that matter most.  We are looking for a Head of Operations to lead and scale the operational engine behind our home warranty business. This is a high-impact leadership role responsible for overseeing two core functions, claims management and contractor network management, that together define how we deliver on our promise to customers. You will set the strategic direction, build the systems and processes that drive operational excellence, and ensure we have the right people, tools, and processes in place to maintain rigorous financial controls and regulatory compliance across the claims lifecycle. This is an opportunity to build and lead a critical function at a company that is investing meaningfully in its warranty business. You will help define what great looks like for our customers, our contractor partners, and our team, and drive the next phase of operational growth. What you will do as a Head of Operations, Warranty: Operational Leadership Lead and develop the Warranty Operations team across claims operations and contractor network management, setting clear direction, fostering a culture of ownership, and ensuring the team has what it needs to perform at a high level. Establish and own the operating rhythm of the team, including business reviews, initiative execution, and performance reporting, ensuring the team is aligned, informed, and moving with urgency. Build and maintain a high-performing culture grounded in accountability, continuous improvement, and customer focus, including oversight of onboarding, training, and team development programs. Partner closely with the Head of Business Operations and Fulfillment on operational strategy, resourcing decisions, and cross-functional priorities. Claims Operations Oversight Oversee the end-to-end claims lifecycle across all product lines, ensuring alignment with policy terms, SOP requirements, and compliance standards. Own operational performance across claims, driving continuous improvement against key metrics including claim cycle time, first-touch resolution rate, claims approval rate, cost per claim, and customer satisfaction scores. Ensure audit readiness and SOX compliance across all claims processes; oversee escalations including reputation management, Attorney General complaints, and legal matters. Oversee financial controls related to claims, including payment processing, reconciliation, refunds, and chargebacks in partnership with Accounting. Contractor Network Oversight Oversee the contractor network management function, ensuring we maintain a high-quality, responsive network of service technicians across all product lines and markets. Own contractor network performance, driving continuous improvement against key metrics including fulfillment rates, contractor quality scores, and dispatch accuracy. Provide strategic direction on contractor sourcing, vetting, onboarding, and performance management, ensuring we have the supply needed to meet customer demand. Partner with Claims Operations and Accounting to ensure accurate contractor assignment, dispatch, and payment. Systems, Tools & Process Excellence Oversee operational systems including PCMI/PCRS and Zoho, ensuring system integrity and driving adoption of tools that improve efficiency and visibility. Own the development and maintenance of SOPs and operational policies across both functions, ensuring processes are standardized, scalable, and audit-ready. Champion the use of technology and AI tools to automate routine tasks, improve claims handling, and enhance reporting and decision-making. Lead implementation of new products, services, and operational initiatives in partnership with Product, Marketing, and Legal. Performance Management & Reporting Define and own the KPI framework across claims and contractor operations — including claim cycle time, fulfillment rates, cost per claim, NPS/CSAT, and backlog aging, and use those insights to drive decisions and ensure leadership has timely visibility into operational health. Drive monthly performance reviews and backlog audits, proactively identifying and addressing gaps before they impact customers or SLAs. Build and maintain reporting infrastructure that supports data-driven decision-making across both functions. What You Will Bring Head of Operations, Warranty: 7-10