Since 1924, our firm has been a trusted leader in public adjusting, serving homeowners and business owners across multiple Midwest states. With a network of regional offices, we specialize in representing policyholders to maximize their insurance claim settlements for property damage, business interruption, and extra expenses. Our nearly century-long legacy is built on a commitment to operational excellence, exceptional customer service, and deep expertise in navigating the complexities of the property insurance and claims adjustment industry. We are seeking a dynamic leader to join our team as Chief Operating Officer (COO) to drive our mission forward, with a strong emphasis on insurance claims adjustment expertise to enhance our service delivery and growth in the region.

We are seeking an experienced and strategic Chief Operating Officer (COO) to oversee the daily operations of our public adjusting firm, with a specialized focus on insurance claims adjustment. The COO will be instrumental in enhancing operational efficiency, boosting company performance, and spearheading growth initiatives while ensuring our clients receive unparalleled claims representation. Reporting directly to the CEO, the COO will lead a talented team across multiple departments and locations, leveraging their deep expertise in claims adjustment processes, operations management, and the property insurance industry. This role demands a visionary leader with a proven ability to align operational execution with long-term strategic goals, fostering a culture of excellence, collaboration, and claims expertise.

Key Responsibilities

• Operational Leadership: Oversee day-to-day operations across all departments, ensuring seamless execution of claims adjustment processes, client services, and compliance with public adjusting and insurance industry standards. Refine policies to optimize claims handling efficiency and accuracy.
• Claims Adjustment Expertise: Leverage extensive knowledge of insurance claims adjustment to enhance claims management workflows, ensuring thorough documentation, timely resolution, and maximized settlements for clients. Oversee the integration of best practices in claims evaluation and negotiation.
• Team Management: Lead and mentor department heads across our regional offices, fostering a collaborative environment, setting performance goals tied to claims outcomes, and promoting a culture of professional development and employee engagement within a claims-focused framework.
• Financial Management: Partner with the Controller to develop and manage the annual budget, track financial performance metrics specific to claims processing and resolution, and implement strategies to achieve profitability targets while optimizing resource use.
• Process Optimization: Assess and enhance claims-related workflows, integrating advanced technology and automation to streamline claims processing, improve documentation accuracy, and boost operational efficiency in claims adjustment.
• Client Relations: Ensure high standards of customer service by overseeing client interactions in the claims process, collaborating with the CEO on retention strategies, and addressing escalated claims issues to maintain strong client relationships and trust.
• Strategic Planning & Growth: Work with senior leadership to shape the company’s growth strategy, identifying new markets and partnership opportunities to expand our footprint in the public adjusting and claims adjustment sector.
• Performance Metrics & Reporting: Define and monitor KPIs such as claims resolution times, settlement success rates, and client satisfaction, delivering regular performance reports to the CEO and board with actionable insights for improvement in claims operations.

Qualifications

• Bachelor’s degree in Business Administration, Management, Insurance, or a related field preferred; an advanced degree (e.g., MBA) is a plus but not required.
• Minimum of 10 years of experience in operations management, with at least 5 years in a leadership role within the insurance claims adjustment or public adjusting industry.
• Deep knowledge of insurance claims adjustment processes, including claims evaluation, negotiation, and settlement maximization, with a proven track record of improving claims outcomes.
• Proven expertise in technology implementation and process automation, particularly in claims management systems, with a track record of enhancing operational workflows.
• Strong financial acumen, including experience managing budgets, interpreting financial reports, and driving profitability in a claims-focused operation.
• Exceptional communication and interpersonal skills, with the ability to build rapport with employees, clients, and external stakeholders such as insurers and policyholders.
• Sharp problem-solving abilities and a capacity to make sound decisions under pressure in a fast-paced, claims-driven environment.
• Flexibility to adapt to evolving business needs and thrive in a dynamic, growth-focused organization with a strong emphasis on claims excellence.

Work Environment

This is a full-time position based at the company’s headquarters, with occasional travel required to regional offices, as well as for client meetings, industry conferences, or field oversight of claims operations. The role offers a blend of office-based leadership and hands-on engagement with claims teams and clients across the Midwest.

Compensation

The Chief Operating Officer position offers a competitive salary of $150,000 annually, commensurate with experience and qualifications. We provide a comprehensive benefits package, including health insurance, retirement plans, paid time off, and opportunities for performance-based incentives tied to company growth, claims performance, and profitability.