Senior Operations Manager

About the Opportunity
The Senior Manager, Operations plays a central role in
building a scalable, high-performing operations
organization. Reporting to the Director of Customer
Service & Operations, this role owns the performance of
vendor partnerships and the customer service operational
model, driving accountability, efficiency, and continuous
improvement across the function.
The position is responsible for designing and implementing
scalable systems and workflows—leveraging modern tools,
including AI—while developing business cases to support
ongoing investments in operational excellence.
Key Responsibilities
• Lead all aspects of operations vendor relationships,
including weekly business reviews, quality calibration
sessions, performance scorecards, and quarterly business
reviews (QBRs) with senior vendor leadership.
• Serve as the incident owner for escalated
vendor-originated service failures—including outages,
quality breakdowns, and SLA misses—by triaging issues,
coordinating resolution across internal and external
stakeholders, and establishing documented prevention
plans.
• Maintain and evolve vendor performance scorecards,
continuously tracking SLAs, quality scores, average handle
time (AHT), and other key performance indicators.
• Own vendor volume forecasting and headcount planning,
ensuring accuracy ahead of each planning cycle.
• Oversee vendor onboarding and offboarding, including
knowledge transfer and transition planning.
• Maintain vendor risk registers, proactively identifying
compliance gaps and driving remediation.
• Serve as the cross-functional connector when system
issues or process changes impact vendor teams.
• Maintain deep familiarity with customer service metrics,
including SLA adherence across teams and contact types,
AHT, quality pass rate, reopen rate, forecast accuracy,
cost per contact, and net sentiment.
• Identify negative operational trends early and partner
with the Director of Customer Service to establish action
plans.
• Deliver regular operational reporting to senior
leadership, providing strategic context, next steps, and
action plans.
• Own monthly customer service KPI reporting deliverables.
• Build and update team and representative scorecards
aligned with departmental and organizational goals,
recommending adjustments as trends evolve.
• Continuously evaluate existing workflows to identify,
implement, and document streamlining opportunities.
• Identify automation and self-service opportunities
across customer service operations, collaborating with the
Director and Vice President to develop and prioritize the
business case pipeline.
• Leverage technology, including AI tools, to reduce
manual effort, increase throughput, and expand capacity
for high-value work.
• Partner cross-functionally with Product and Engineering
to advance automation and self-service capabilities for
agents, policyholders, and internal teams.
• Lead or contribute to process redesigns driven by new
products, tools, or shifting operational priorities.
• Recommend and develop departmental best practices to
drive consistency across inbound support teams.
• Lead, develop, and mentor direct reports, establishing
clear role expectations, performance goals, and ongoing
feedback.
• Facilitate monthly leadership training sessions for Team
Leads and Managers in partnership with the training team.
• Construct quarterly team plans aligned with
organizational strategy to translate vision into
execution.
• Align weekly with Workforce Management (WFM) on volume,
staffing, and forecasting.
• Partner with Training and Quality teams to maintain
up-to-date processes and instructional content.
• Represent Customer Service in IT meetings, managing
tickets and tracking resolutions.
• Serve as the primary escalation point for
vendor-originated issues, triaging problems, coordinating
resolution, and closing loops with affected stakeholders.
• Synthesize and share direct manager feedback weekly to
drive continuous vendor quality improvement.
Required Qualifications
• Bachelor's degree.
• 5+ years of experience in customer service, customer
service operations, or insurance operations, with
demonstrated experience managing external/BPO vendors.
• Proven track record of holding vendors accountable to
performance standards, leading QBRs, and driving
measurable operational improvements.
• Strong command of customer service and insurance
operational metrics (including SLA adherence, AHT, quality
scores, net sentiment, cost per contact, and forecast
accuracy) and the ability to translate data into
narratives and action plans.
• Experience identifying operational trends early and
mobilizing stakeholders around solutions.
• Demonstrated ability to build and present business cases
to leadership.
• Proficiency with data analysis, spreadsheets, and basic
modeling.
• Experience in the property and casualty (P&C) insurance
industry, specifically with workers' compensation, policy
lifecycle, and multi-line support.
• Ability to travel up to 20%.
Compensation and Benefits
• Base salary range: $115,000—$140,000 USD per year.
• Eligibility for discretionary annual performance
bonuses.
• Comprehensive health coverage.
• Paid time off.
• 401(k) retirement plan with employer match.
• Parental and caregiver leave.
Location and Work Environment
• This is a full-time, remote position.
• Candidates must reside and work within the United States
(excluding U.S. territories) and maintain access to
reliable, high-speed internet.
Notice Regarding the Use of AI in Application Review
To support a fair, efficient, and consistent hiring
process, the organization uses AI-powered tools to assist
in the initial screening of applications by identifying
qualifications and work experiences that align with the
requirements of the role. AI assistant video tools may
also be used during interviews to assist with note-taking
and candidate evaluation. All AI-powered outputs remain
subject to human oversight and decision-making throughout
the process. Submitting an application constitutes
acknowledgment and consent to the use of these
technologies in the evaluation process.
Equal Opportunity and Employment Verification
The organization is an equal opportunity employer and does
not discriminate on the basis of race, color, religion,
sex, sexual orientation, gender identity, marital status,
age, disability, national or ethnic origin, military
service status, citizenship, or any other protected
characteristic.
The organization participates in the federal E-Verify
program.

Work arrangement
Yes