Senior Manager, Operations
Core
Building a scalable, high-performing operations organization for customer service and vendor partnerships in commercial insurance.
Role type
Senior Manager, Operations (Customer Service & Vendor Management)
Builds
Scalable operational workflows, vendor performance systems, and automation initiatives for commercial insurance customer service.
Domain
Insurance (P&C, Workers' Comp) + Operations Management
Required skills
Vendor relationship management, operational metrics analysis, business case development, team leadership, process redesign, data analysis, P&C insurance domain knowledge
Preferred skills
AI tool implementation, cross-functional collaboration, strategic forecasting
Technologies
AI tools, spreadsheets, modeling tools
Responsibilities
Lead vendor relationships including weekly reviews, QBRs, and performance scorecards; own incident management for vendor-originated failures; maintain operational metrics (SLA, AHT, quality, cost); drive continuous improvement and automation initiatives; lead and develop direct reports; partner with WFM, Training, and Quality teams.
Seniority
Senior, hands-on IC with team leadership
