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.

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.