Operations Leader

About the role

MagMutual is seeking an experienced Operations Leader to drive execution, performance, and continuous improvement across critical claims and defense operations workflows. This role is responsible for overseeing end-to-end operational processes-including intake, workflow management, and vendor coordination-while ensuring service levels, quality standards, and business outcomes are consistently met. This position operates at the intersection of claims, legal, and operational execution, requiring close coordination with internal claims teams and external law firms and vendors. The ideal candidate brings a strong operational mindset, thrives in a data-driven environment, and has experience managing complex, high-volume workflows. SPECIFIC DUTIES: Own end-to-end workflow execution, including intake, work routing, assignment, processing, and completion Ensure adherence to service level agreements (SLAs), quality standards, and throughput expectations Establish, monitor, and report on key operational metrics (volume, cycle time, backlog, quality) Oversee operational queues and intake channels to ensure accurate routing and timely work distribution Design, document, and optimize workflows using SOPs, job aids, and process maps Leverage workflow and case management systems to improve efficiency and visibility Manage vendor relationships, including performance monitoring, SLA adherence, and cost optimization Serve as the operational point of accountability across Claims, Legal, Vendor, and Technology partners Identify and resolve operational issues and lead continuous improvement initiatives Analyze workload trends and staffing capacity; recommend resource allocation Support onboarding, training, and development of team members Provide data-driven insights to leadership to support decision-making QUALIFICATIONS, EXPERIENCE REQUIRED: Bachelor's degree required; business-related field preferred 5+ years of experience in insurance operations, claims operations, or similar high-volume environments 2+ years of leadership experience managing teams or workflows Experience in claims operations, insurance defense operations, or law firm operational environments required Experience supporting claims or legal workflows, including coordination with law firms and external vendors preferred Experience working in SLA-driven environments with accountability for performance outcomes Experience with workflow, case management, or document management systems Experience using data/reporting tools (Qlik, Power BI, or similar) Strong analytical, problem-solving, and process improvement skills Proven ability to manage vendor relationships Excellent communication and stakeholder management skills Ability to manage multiple priorities in a fast-paced environment Location: Atlanta Office