Director of Client Operations

Lead Operational Excellence & Client Impact

Director of Client Operations (Hybrid – White House, TN)

Company Overview:

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're 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.