Senior Manager, Operations

Integrated Specialty Coverages, LLC (ISC) is a growth-stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. Backed by Onex Partners and led by a forward-thinking management team, ISC combines insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products, we are building a digitally focused team to optimize customer and partner engagement through user experience, data, and AI/ML.

About the role

The Sr. Manager, Operations is a strategic and operationally-focused leader responsible for overseeing ISC's BPO programs end-to-end. This role builds and sustains collaborative, performance-driven relationships with third-party service providers, ensuring outsourced processes are optimized, compliant, and aligned with ISC's business objectives. Serving as the primary escalation point between ISC and its BPO partners, this leader brings deep P&C commercial insurance expertise alongside Business Process Excellence discipline to drive continuous improvement, cost efficiency, and exceptional service delivery.

This high-visibility, cross-functional role partners closely with Business Experience leadership, Finance, Legal, Compliance, and front-line BPO management teams. Candidates must live in Ohio, Georgia, Pennsylvania, Florida, Arizona, or Texas.

Responsibilities

• Strategic Vendor Management: Develop and deepen relationships with critical BPO vendors, ensuring alignment with ISC's business goals, service expectations, and compliance standards. Lead vendor onboarding and offboarding, including transition planning and contractual closeout. Maintain vendor performance scorecards and drive quarterly business reviews (QBRs).
• Business Process Excellence & Optimization: Serve as a key process owner within the BX team, mapping and assessing workflows to recommend digitization, automation, outsourcing, or in-house retention. Apply Six Sigma methodology to identify defects, reduce variation, and drive measurable improvements. Lead process improvement projects with quantifiable ROI and present findings to senior leadership.
• Performance Oversight & Reporting: Own monthly BPO performance reviews, monitoring KPIs, SLAs, quality scores, productivity metrics, and CX outcomes. Conduct QA audits of time studies and staffing models. Leverage ticketing platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud) to extract performance data and prepare executive-level dashboards.
• Risk & Compliance Management: Identify, assess, and mitigate vendor-related operational, financial, and regulatory risks. Ensure BPO partners adhere to P&C insurance regulatory requirements, data security standards, and ISC compliance policies. Maintain vendor risk registers and drive remediation of gaps.
• Escalation Management & Problem Resolution: Serve as the primary escalation point for BPO-originated issues, triaging and coordinating resolution. Define escalation paths and RACI frameworks. Deliver structured feedback to vendors to drive root cause elimination.
• Cross-Functional Collaboration: Partner with Finance on vendor cost modeling and budget planning. Collaborate with Legal and Compliance on vendor agreements. Act as a bridge between BX operational teams and BPO partners, translating business requirements into performance expectations.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field (required). Advanced degree (MBA or equivalent) is a plus.
• 3+ years of P&C commercial insurance experience (required).
• 3–5+ years of experience in vendor management, BPO operations, procurement, or a related discipline.
• Proven track record negotiating complex, multi-vendor, multi-geography contracts and managing vendor relationships at a strategic level.
• Experience managing vendor onboarding and offboarding, including operational transition planning.
• Demonstrated experience overseeing outsourced teams through performance management rather than direct supervision.
• Six Sigma Green Belt (required); Black Belt (strongly preferred).
• Proficiency with enterprise ticketing/workflow platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud).
• Strong command of CX and operational KPIs (e.g., FCR, AHT, NPS, CSAT, SLA adherence).
• Proficiency in data analysis tools (Excel/Google Sheets minimum; BI tools like Tableau, Power BI, or Looker a plus).
• Project management skills; PMP or equivalent certification is a plus.
• Working knowledge of BPO service models, SLA structures, and vendor governance best practices.
• Understanding of P&C insurance regulatory requirements (state-level compliance, data privacy, carrier standards).
• Familiarity with data security standards (SOC 2, NIST, or equivalent frameworks).
• Executive-level written and verbal communication skills.
• Strong influencing skills; ability to build trust and hold vendors accountable without direct authority.
• Analytical and critical thinker; comfortable working with imperfect data to identify trends.
• Highly organized, with the ability to manage multiple vendors and workstreams in a fast-paced, remote environment.
• Collaborative and solutions-oriented; demonstrated ability to partner across Finance, Legal, Operations, and vendor leadership.

Pay

National Pay Range: $135,000 USD - $169,000 USD. Actual starting pay will be based on skills, qualifications, training, and experience. This role also offers bonus pay, with details provided during the interview process.

Benefits

• Employee Ownership Program
• Professional development opportunities
• Owner Referral Program
• Work from home reimbursement for remote/hybrid roles
• Canary emergency financial assistance program
• Comprehensive medical, dental, and vision insurance
• Life/AD&D Insurance
• Confidential Employee Assistance Program
• Health Savings Account with company contribution
• Short-term disability
• Voluntary benefits (supplemental accident, critical illness, hospital insurance)
• Employee discounts
• 401(k) Plan with company match
• Addition Wealth Financial Wellness Program
• 11 company paid holidays
• Various Time Off Programs