Senior Operations Strategy – Enablement Manager

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

📋 Description

• Take charge of operational reporting, dashboards, trend analyses, and performance evaluations.

• Assess efficiency, capacity, quality, and customer outcomes to uncover root causes and provide recommendations.

• Collaborate with workforce planning on forecasting, staffing, and productivity assessments.

• Manage operational and telephony systems, which include routing, skill sets, queue design, IVR, self-service flows, and user configurations.

• Define, configure, test, document, and implement system modifications; assess their impact.

• Work alongside Engineering and Product teams to establish viable requirements and advocate for operational needs.

• Lead improvement initiatives from problem identification to implementation and evaluation.

• Monitor cross-functional and vendor obligations to ensure completion, highlight delays, and provide escalation recommendations.

• Maintain awareness of product and engineering plans relevant to operations.

• Collaborate with partners and vendors to enhance tools and operational capabilities.

• Establish success metrics and partner with training and quality teams to execute operational adjustments.

• Facilitate cross-functional working groups, mentor colleagues and analysts, and exert influence without formal authority.

• Identify, develop, pilot, and expand AI and automation solutions.

• Leverage AI tools to expedite analysis, documentation, and execution.

⛳️ Requirements

• 5-7 years of experience in operations, business operations, service delivery, or a comparable execution-oriented position.

• Direct experience in the insurance sector, including life insurance, policy administration, underwriting, or carrier/distribution operations.

• Relevant fintech or regulated-industry experience with a clear connection to insurance is considered.

• Proven tendency toward action and execution.

• Strong follow-through skills and the ability to monitor commitments across teams.

• Capable of providing structure to ambiguity through effective documentation, ownership, timelines, and tracking systems.

• Analytical rigor in deriving defensible conclusions from raw data.

• Clear, concise, and audience-aware communication abilities.

• Skills in cross-functional collaboration.

• Experience leading initiatives, working groups, or managing vendor relationships.

• Background in mentoring others; formal management experience is a plus but not essential.

• Advanced proficiency in Excel/Google Sheets.

• Working knowledge of SQL.

• Hands-on experience in configuring or managing operational platforms such as CRM, contact center/telephony, ticketing, or workforce management tools.

• Practical experience with AI/LLM tools in real-world applications.

• Familiarity with BI tools like Tableau, RingCentral native reporting, or Salesforce reporting.

• Understanding of software development concepts adequate for collaboration with Engineering and Product teams.

• Must reside in the contiguous 48 states of the United States.

• Must meet U.S. employment eligibility and visa sponsorship criteria.

🏝️ Benefits

• Competitive salary and equity based on the role.

• Flexible paid time off.

• Parental leave programs.

• 100% paid-premium option for medical, dental, and vision insurance.

• Lifestyle stipend promoting physical, emotional, and financial wellbeing.

• Flexible work-from-home policy.

• Options for remote and work-from-home arrangements.

• State-of-the-art office located in Dallas’ Deep Ellum.

• Employee-led initiatives focused on diversity, equity, and inclusion.