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About the Role

Our client is an AI-native Third-Party Administrator (TPA) redefining claims operations globally. They are seeking an ambitious, hands-on Head of Claims to lead, redesign, and scale their global claims function. This role is for an operational and technical strategist who views claims as a product, technical, and operational challenge, and will rebuild claims processes from first principles, establish global standards, and integrate AI workflows.

Responsibilities

• Rebuild Claims Operations from First Principles
• Redesign workflows, escalation structures, QA systems, and claims governance to eliminate unnecessary complexity and operational bottlenecks.
• Build highly scalable claims standards across multiple lines of business and diverse geographic regions.
• Collaborate directly with product and engineering teams to automate workflows and continuously improve operations using AI.
• Own Technical Claims Excellence
• Define and maintain technical claims handling standards across auto, property, liability, travel, renters, and other specialized products.
• Establish and oversee governance frameworks for complex, high-risk, litigated, or precedent-setting claims.
• Personally review difficult or high-value cases, making final technical decisions where required.
• Drive continuous improvement across core metrics, including leakage, fraud prevention, recoveries, and audit performance.
• Build and Scale Elite Claims Teams
• Recruit, develop, and mentor exceptional Claims Handlers, Team Leads, and QA specialists.
• Elevate the organization's technical capabilities by creating coaching systems, calibration frameworks, and structured technical training.
• Foster an internal culture centered on high standards, extreme ownership, and urgency.
• Manage Key Partner and Customer Relationships
• Serve as the senior claims subject matter expert during strategic partner, customer, and carrier meetings.
• Support client launches, external audits, high-level escalations, and executive-level insurer discussions.
• Cultivate deep trust with carriers, MGAs, brokers, and key enterprise partners.

Requirements

• 7 to 15 years of claims experience with deep technical expertise across auto, property, and liability lines of business.
• Proven track record of working within a fast-paced startup or scale-up environment.
• Extensive experience leading claims operations, managing technical governance, and leading Team Leads or Claims Managers.
• Strong understanding of leakage control, fraud detection, litigation exposure, recoveries, and robust QA frameworks.
• Solid knowledge of regulatory and compliance requirements, with a demonstrated ability to integrate these smoothly into daily operational workflows.
• A legal background is strongly preferred.
• Driven by a desire to rebuild inefficient, legacy systems rather than managing them from a distance.
• Deeply committed to operational excellence and comfortable making difficult decisions under pressure.
• Enthusiastic about staying close to the day-to-day work, including personally reviewing claims when necessary.
• Operates with high intensity, speed, and a strong sense of urgency.
• Prefers clear ownership and action over administrative bureaucracy.

Skills

• AI systems
• Claims operations management
• Technical claims handling
• Governance frameworks
• Leakage control
• Fraud detection
• Litigation exposure management
• Quality assurance
• Recruiting
• Mentoring
• Coaching systems
• Calibration frameworks
• Technical training
• Partner relationship management
• Customer relationship management
• Regulatory compliance

Location

• London
• New York
• Dallas

Work Type

• On-Site
• Full-time
• In-person (5 days a week)

Experience Level

• 7 to 15 years of claims experience

Education Level

• Legal background preferred

Salary/Compensations

• $150K – $200K
• £110K - £150K

Benefits

• Offers Equity
• Generous and transparent equity participation
• Visa Support (Skilled Worker visa sponsorship available in the UK)
• 28 days of annual leave plus bank holidays in the UK
• 20 days of annual leave in the US
• 30 days of remote work permitted annually
• Comprehensive private health insurance
• Pension contributions
• Regular company offsites

About the Company

• AI-native Third-Party Administrator (TPA) redefining claims operations globally.
• Backed by prestigious investment funds including Y Combinator, Atomico, and Eurazeo.
• Manages claims operations across the US, UK, and Europe for leading MGAs, publicly traded companies, and household insurer names.
• Combines elite claims talent with proprietary AI systems to deliver faster resolutions, lower leakage, and superior customer experience.
• Operates across multiple lines of business including auto, property, travel, gadget, pet, renters, and liability.

Equal Opportunity

• MLabs is committed to offering equal opportunities to all candidates.
• Ensures no discrimination, accessible job adverts, and providing information in accessible formats.
• Goal is to foster a diverse, inclusive workplace with equal opportunities for all.
• Reasonable adjustments are available during the hiring process.
• Contact human-resources@mlabs.city for accessible formats or adjustments.