Head of Claims Operations

About Us

At Resilience, we’re creating a new category that integrates cybersecurity, cyber insurance, and cyber risk management.

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities – and built by prominent leaders and innovators from the insurance, technology, and cybersecurity industries – Resilience is rewriting the rules of how cyber risk is assessed, measured, and managed. Our integrated cyber risk solutions connect risk quantification software, cybersecurity experts, and A+ rated cyber insurance, all purpose-built for middle and large organizations. 

Guided strongly by our mission and four core values - transparency, excellence, grit, and humility, our culture uniquely blends many different backgrounds, experiences, and skills from across industries and geographies - all focused on helping our clients and partners stay ahead of the bad guys. We are a cybersecurity company, a Cyber and Tech E&O-focused MGA, a fintech startup, and a data science powerhouse, all purposefully built into one. 

Resilience is proud to be backed by leading technology investment firms, including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Los Angeles, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agents and security services through its expert security team.  

We are seeking a North America Claims Operations Leader to drive operational excellence in our cyber claims function. This role will lead core operational processes, manage vendor and system infrastructure, and ensure seamless service delivery across the U.S. and Canada.

Responsibilities:

• Operational Leadership
• Lead day-to-day cyber claims operations across the U.S. and Canada.
• Manage the 24/7 claims reporting hotline, ensuring seamless intake and timely escalation of new incidents.
• Oversee our panel of incident response service providers, maintaining performance standards, engagement protocols, and rates.
• Partner with claims leadership, underwriting, actuarial, and risk engineering teams to provide claims insights that inform portfolio management and product development.
• Systems & Process Optimization
• Play a key role in the build-out of our dedicated claims system, ensuring functionality aligns with operational needs, data integrity, and reporting accuracy.
• Identify and implement technology solutions that streamline and automate claims operations.
• Establish and enhance Looker dashboards to track claims trends and performance, and support decision-making.
• Enhance and support claims data collection efforts in collaboration with the Resilience Risk Operations Center 
• Governance & Compliance
• Ensure compliance with insurance regulations across U.S. and Canadian jurisdictions, including oversight of adjuster licensing requirements.
• Maintain strong audit and control processes in line with carrier and internal standards.
• Support the management of capacity relationships, including reporting and bordereaux requirements.
• Collaboration & Enablement
• Manage internal operational inquiries and requests from underwriting, customer success, data science, actuarial, and threat intelligence teams.
• Develop and maintain procedural documentation, templates, and tools to support claims handlers.
• Create and maintain claims team marketing materials for internal and external stakeholders

Qualifications:

• 8+ years of experience in cyber insurance claims
• Proven leadership experience, with the ability to manage cross-functional initiatives and/or direct reports.
• Strong understanding of insurance regulatory requirements in the U.S. and Canada, including adjuster licensing.
• Demonstrated success in building or optimizing claims systems, workflows, or technology solutions.
• Strong analytical skills with experience using reporting and dashboard tools (e.g., Looker, Tableau, PowerBI).
• Excellent communication and stakeholder management skills, with the ability to work across underwriting, actuarial, data science, and external partners.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.

$150,000 - $180,000 a year

Commensurate with experience

What Resilience Offers You

Innovative company culture

Flexible work schedules

Family paid leave

Paid healthcare for employees

401k

Professional development & career advancements

Flexible paid time off

Employee referral bonus

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please let your recruiter contact know.

Beware of Job Scams

Resilience is excited to welcome talented individuals to explore career opportunities with us. However, we urge you to stay vigilant against recruitment scams where fraudsters may impersonate our company. We will never ask for payments, conduct interviews via chat rooms, or contact candidates from personal email accounts. All job applications must be submitted through our official platform at lever.co, and interviews will only take place via approved Resilience accounts. If you receive suspicious outreach or have concerns, please contact us directly at [email protected] to verify authenticity. Thank you for helping us maintain a safe and secure recruitment process.