Since 1924, our firm has been a trusted leader in public adjusting, serving homeowners and businesses across multiple regions. With a network of regional offices, we specialize in representing policyholders to maximize insurance claim settlements for property damage, business interruption, and extra expenses. Our nearly century-long legacy is built on operational excellence, unparalleled customer service, and deep expertise in navigating the complexities of the property insurance and claims adjustment industry. We are seeking a dynamic and visionary Chief Operating Officer (COO) to lead our operations, drive strategic growth, and elevate our commitment to excellence in public adjusting.

We are seeking an exceptional Chief Operating Officer (COO) to oversee the strategic and operational leadership of our public adjusting firm. The COO will be a key member of the executive leadership team, reporting directly to the CEO, and will be responsible for driving operational efficiency, fostering a culture of innovation and collaboration, and ensuring the delivery of superior claims outcomes for our clients. This role demands a seasoned leader with deep expertise in insurance claims adjustment, a proven track record of operational excellence, and the ability to inspire cross-functional teams to achieve ambitious growth objectives. The COO will play a pivotal role in scaling our operations, enhancing client satisfaction, and positioning our firm as a premier leader in the public adjusting industry.

Key Responsibilities

• Strategic Leadership: Partner with the CEO and executive team to develop and execute the company’s strategic vision, aligning operational initiatives with long-term business goals. Drive the expansion of service offerings and geographic reach while maintaining a client-centric focus.
• Operational Excellence: Oversee all aspects of the firm’s operations, including claims adjustment processes, client relations, and regional office performance. Implement best-in-class operational frameworks to enhance efficiency, scalability, and service quality.
• Claims Adjustment Oversight: Provide strategic direction for the claims adjustment process, ensuring thorough documentation, compliance with industry regulations, and maximized settlements for clients. Leverage deep expertise to refine claims evaluation, negotiation, and settlement strategies.
• Team Leadership & Development: Lead, mentor, and inspire a diverse team of claims adjusters, department heads, and support staff across multiple locations. Foster a collaborative, high-performance culture that prioritizes professional growth, accountability, and innovation.
• Process Innovation: Drive continuous improvement by assessing and optimizing workflows, integrating advanced technologies (e.g., claims management systems, AI-driven analytics), and automating processes to enhance accuracy, reduce resolution times, and improve client outcomes.
• Client Relationship Management: Champion exceptional client experiences by overseeing client interactions, resolving escalated issues, and building long-term relationships that reinforce trust and loyalty. Ensure consistent delivery of high-quality service across all touchpoints.
• Financial & Performance Management: Develop and monitor key performance indicators (KPIs) such as claims resolution times, settlement success rates, client satisfaction, and operational costs. Provide data-driven insights to optimize performance and support financial objectives.
• Stakeholder Engagement: Collaborate with external stakeholders, including insurers, policyholders, and industry partners, to strengthen relationships and enhance the firm’s reputation as a leader in public adjusting.
• Risk Management & Compliance: Ensure adherence to public adjusting standards, insurance regulations, and internal policies. Mitigate operational risks by implementing robust controls and proactive strategies.
• Growth Initiatives: Identify and pursue opportunities for operational expansion, including new service lines, technology investments, and market penetration. Lead cross-functional initiatives to support the firm’s growth strategy.

Qualifications

• Education: Bachelor’s degree in Business Administration, Insurance, Finance, or a related field required; MBA or advanced degree preferred. Relevant certifications (e.g., AIC, CPCU, SPPA) are highly desirable.
• Experience: Minimum of 10 years of progressive leadership experience in insurance claims adjustment, public adjusting, or a related field, with at least 5 years in a senior operational or executive role (e.g., VP of Operations, Director of Claims).
• Industry Expertise: Extensive knowledge of insurance claims adjustment processes, including claims evaluation, negotiation, and settlement maximization. Proven ability to drive superior claims outcomes and navigate complex insurance policies.
• Leadership Acumen: Demonstrated success in leading cross-functional teams, fostering a culture of collaboration, and driving organizational change in a dynamic, growth-oriented environment.
• Operational Expertise: Strong background in process optimization, technology integration, and performance management, with experience implementing claims management systems and automation tools.
• Analytical Skills: Exceptional ability to analyze operational data, identify trends, and make strategic decisions under pressure in a fast-paced environment.
• Communication & Interpersonal Skills: Outstanding verbal and written communication skills, with the ability to build rapport with clients, colleagues, and external stakeholders at all levels.
• Adaptability: Flexibility to thrive in a rapidly evolving industry, with a proactive mindset to anticipate and address emerging challenges.
• Travel: Willingness to travel occasionally to regional offices, client meetings, or field operations as needed.

Work Environment

This is a full-time, executive-level position based at the company’s headquarters, with occasional travel required to regional offices, client meetings, or field oversight of claims operations. The role offers a blend of office-based work and hands-on engagement with claims teams and clients.

Compensation

The COO position offers a competitive salary of $175,000 - $225,000 annually, commensurate with experience and qualifications. A strong bonus structure is available, tailored to the candidate’s experience and candidacy, rewarding exceptional performance and contributions to firm growth. Additionally, the role includes a comprehensive benefits package, featuring health, dental, vision, retirement plans, and other competitive perks designed to support employee well-being and professional success.