Judith Campoya

Director of Operations with 20+ years in the insurance industry, specializing in building scalable onboarding programs, operational frameworks, and cross-functional enablement initiatives. Proven track record of translating strategy into repeatable execution, driving adoption of new processes, and improving team performance through structured training, systems, and data-driven insights. Experienced in managing program performance, aligning partner execution with guidelines, and improving operational outcomes through data-driven insights.

Specializing in aligning operations, client-facing teams, and leadership to deliver consistent, measurable outcomes.

Professional Highlights: Operations leader experienced in scaling teams, systems, and workflows in high-growth environments Proven ability to lead cross-functional initiatives and deliver complex system implementations Solutions specialist skilled in identifying operational gaps and driving process improvements that enhance performance and efficiency

Director of Operations at SubroSmart (2018 – 2026-04)

Scaled operational infrastructure supporting organizational growth from 8 to 90+ employees while managing carrier, MGA, Lloyd's, and TPA relationships. Led operational strategy for a rapidly growing insurance services organization, building processes, systems, governance frameworks, and cross-functional teams to support increasing client demand. Partnered with executive leadership on operational planning, resource allocation, profitability initiatives, and business growth strategies.

• Program Development & Enablement Leadership:
• Led governance meetings, quarterly business reviews (QBRs), and operational performance reviews with carriers, TPAs, MGAs, and strategic partners to drive accountability, service improvements, client retention, and business outcomes
• Oversaw outsourced operational functions through a Business Process Outsourcing (BPO) partner, managing service delivery, performance standards, training, quality assurance, and operational alignment with internal business objectives
• Partnered with executive leadership to support business growth, operational scalability, client retention, and performance initiatives contributing to overall company profitability and long-term strategic objectives.
• Led cross-functional initiatives, system implementations, and workflow improvements to enhance operational efficiency and service delivery
• Directed full lifecycle implementation of reporting and case management platforms, including scoping, testing, data migration, and rollout
• Identified and resolved system and IT issues while overseeing integration of new technologies
• Developed and maintained operational processes, training programs, and service standards to ensure consistency and scalability
• Managed and mentored team members while aligning performance with business objectives
• Oversaw a growing operations team, including supervisor and team lead, to support increasing business volume
• Acted as a liaison between internal teams, carriers, TPAs, MGAs, and external vendors to ensure alignment with service expectations, operational standards, and business objectives. Conducted regular partner visits and executive business reviews to strengthen relationships, improve performance, and identify growth opportunities.
• Led process improvement initiatives to increase consistency, reduce errors, and improve overall claim intake and handling efficiency
• Translated business objectives into structured workflows and execution plans, ensuring alignment across teams and consistent delivery
• Supported rollout of new initiatives by developing processes, communication plans, and training to drive adoption
• Collaborated cross-functionally to align operations with client-facing teams, improving execution and customer outcomes
• Developed executive reporting, KPI scorecards, and operational dashboards to identify performance trends, improve service delivery, and support strategic decision-making across claims, finance, technology, and partner organizations
• Onboarding, Training & Enablement Programs
• Designed and led onboarding programs for new team members, establishing structured training, performance expectations, and ramp timelines
• Developed training materials, workflows, and documentation to support consistent execution across teams to create repeatable processes and operating frameworks that standardize how teams adopted new systems, tools, and workflows
• Partnered with leadership to align training, onboarding, and operational execution with broader business objectives
• Continuously refined onboarding and training programs based on performance data, feedback, and evolving business needs
• Claims Operations & TPA Oversight Experience
• Partnered with TPAs to support onboarding, training, and alignment with operational standards and workflows
• Monitored performance and identified gaps in intake, documentation, and handling consistency, driving process improvements
• Supported development of reporting and analytics to track volume, turnaround times, and operational efficiency
• Collaborated with stakeholders to improve accountability, communication, and service delivery across third-party partners
• Key Accomplishments:
• Directed implementation of a company-wide end-to-end workflow and case management platform
• Led implementation of AI-driven tools (Filevine and Adobe AI) to streamline data extraction, improve workflow efficiency, and enhance team productivity
• Led digital transformation initiatives, including form digitization and workflow automation, reducing turnaround times
• Spearheaded system rollouts and operational improvements to support scalability and performance
• Served as a liaison to domestic and Lloyd’s carriers, supporting client engagement across US and UK markets
• Built and managed governance frameworks supporting 25+ TPAs and multiple carrier partners, establishing standardized onboarding, reporting, performance measurement, and operational oversight processes
• Supported executive leadership in scaling operational infrastructure, client programs, and partner relationships during a period of rapid organizational growth

Claims Business Analyst at AmWINS Specialty Auto (2013 – 2018)

Promoted from Administrative Representative. Supported high-volume claims operations within a complex insurance environment. Provided support to the wider claims function with the assignment and triaging of new losses, assisting with recovery referrals and issuing of settlement payments.

Responsible for the design and production operational, financial, and compliance reporting. Took a lead role in various vendor and operational support projects, system updates, and staff training. Led training and compliance, project management, mapping, and system updates in support of external claims reporting.

Collaborated with administration and peers to assess efficiency, communication, and accountability to improve client relations and consumer education.

• Key Accomplishments:
• Developed and analyzed service strategies and financial reports to expand product and service offerings.
• Acted as first point of contact for IT-related components. Aided with a massive organization restructure.
• Provided claims coverage confirmation, assignment and workload balancing across business units. Assigned new losses, recovery referrals and issued loss and expense payments
• Promoted from Customer Service Claims Representative to supervise a new claims intake unit. Promoted a second time to Administrative Assistant reporting directly to the Chief Claims Officer (CCO).
• Served as liaison for the claims department with system-related initiatives including maintaining documentation of processes related to vendor and system initiatives.
• Supported claims operations including loss assignment, coverage confirmation, reserving support, and payment processing within a high-volume environment
• Participated in operational and compliance reporting to support claims performance, financial tracking, and regulatory requirements
• Collaborated with underwriting, finance, and marketing teams to support program performance, reporting, and strategic initiatives, driving alignment across key business functions

Producer/Agent at Stogner Agency; Farmers Insurance Agency (2003 – 2013)

Managed day-to-day agency operations while supporting sales, client service, and policy administration across personal and commercial lines. Coordinated workflows, supported underwriting processes, and ensured consistent service delivery while maintaining strong client relationships. Coordinated general service operations covering policy features, rate increase, and underwriting concerns.

Grew strategic relationships and honed communications techniques while reporting into senior leadership and supporting peers with rolling out system and procedure updates.

• Key Accomplishments:
• Acted as the first point of contact on new business, sales, servicing, and issue resolution. Thoroughly explained policy features, rate increases and underwriting concerns.
• Assigned additional responsibilities and multitasked to support operations in hitting year-end goals.
• Built strong rapport and secured relationships with over 15 insurers to improve the user experience.
• Top sales and retention. Grew agency 40%

Bachelor of Business Administration – University of North Texas Dallas