Senior Manager, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead relationships with operations vendors, which includes conducting weekly business reviews, quality calibration sessions, performance scorecards, and quarterly business reviews with senior vendor leadership.

• Take ownership of incident response for escalated service failures originating from vendors, coordinating both resolution and prevention strategies.

• Monitor vendor SLAs, quality scores, average handling time (AHT), and other key performance indicators (KPIs).

• Manage forecasting of vendor volumes and planning of headcount.

• Oversee vendor onboarding and offboarding processes, knowledge transfer, and transition planning.

• Maintain vendor risk registers and drive the remediation of compliance deficiencies.

• Act as a cross-functional connector for system issues and process changes impacting vendor teams.

• Track customer service metrics, identify negative trends, and collaborate with the Customer Service Director to create action plans.

• Provide operational reporting to senior leadership and take responsibility for monthly Customer Service KPI reporting.

• Develop and update team and representative scorecards that align with company objectives.

• Assess workflows, implement process enhancements, and document modifications.

• Identify opportunities for automation and self-service, and develop corresponding business cases.

• Utilize technology and AI tools to minimize manual workload and enhance productivity.

• Collaborate with Product and Engineering teams on automation and self-service functionalities.

• Lead or contribute to process redesign initiatives and promote best practices across inbound support teams.

• Mentor and develop direct reports, including setting role expectations, goals, and providing feedback.

• Conduct monthly leadership training sessions with team leads and managers.

• Create quarterly team plans that are in alignment with company direction.

• Coordinate with Workforce Management, Training, Quality, and IT on staffing, forecasting, processes, content, tickets, and issue resolution.

• Act as the primary escalation point for vendor-originated issues and provide feedback to enhance quality improvement.

⛳️ Requirements

• Bachelor's degree.

• Minimum of 5 years of experience in customer service, customer service operations, or insurance operations.

• Proven experience in managing external/BPO vendors.

• Demonstrated ability to hold vendors accountable to performance standards, conduct quarterly business reviews, and drive measurable improvements.

• Strong understanding of customer service and insurance operational metrics, including SLA compliance, AHT, quality scores, net sentiment, cost per contact, and forecast accuracy.

• Capable of translating data into clear narratives and actionable plans.

• Experience in identifying operational trends early and mobilizing stakeholders around solutions.

• Proven ability to build and present business cases to leadership.

• Proficient in data analysis, spreadsheet applications, and basic modeling techniques.

• Background in the Property & Casualty insurance industry, particularly in workers' compensation, policy lifecycle, and multi-line support.

• Willingness to travel up to 20%.

• Must reside and work in the United States, excluding territories.

• Access to reliable, high-speed internet.

🏝️ Benefits

• Competitive cash compensation.

• Comprehensive health insurance plans.

• Generous paid time off (PTO).

• Future-focused 401k matching.

• Generous parental and caregiver leave policies.

• Discretionary bonuses may be awarded annually to eligible team members.