Operations Business Partner

Position Overview

The Partner Operations Relationship Manager plays a critical role in enhancing the on-bill customer experience by identifying opportunities for improvement in the revenue cycle and optimizing Affinity Partner and customer business processes. This role combines technical acumen, including requirements building, and user acceptance testing, with cross-functional project leadership, and high-level process documentation to deliver impactful results.

• Lead all aspects of Partner Operations relationship management with on-bill Affinity Partners, serving as the primary point of contact for operational implementations, enhancements, and issue resolution.
• Manage cross-functional projects by developing comprehensive project plans, coordinating resources, and executing deliverables on schedule and within scope.
• Engage with internal and external stakeholders, providing regular updates on project status, risks, issues, and ensuring clear communication of project goals and requirements.
• Serve as the Subject Matter Expert (SME) for assigned Affinity Partners, driving process improvements that enhance customer experience, improve operational metrics, and maximize revenue.
• Collaborate with IT teams to resolve technical issues, document enhancement requirements, and conduct rigorous UAT to ensure successful deployment of new features or changes.
• Conduct technical and environmental UAT and regression testing for onboarding new on-bill partners and implementing system enhancements for existing partners.
• Act as a liaison between IT and business units to support revenue-generating company‑wide initiatives, translating business requirements into actionable technical specifications for any Affinity Partners.
• Analyze operational data to identify trends, provide corrective solutions, and prioritize improvements based on their impact to Affinity Partners, customers, and compliance requirements.
• Generate and analyze weekly and monthly performance reports to inform decision‑making and drive continuous improvement in on‑bill processes.
• Develop, write, and maintain comprehensive SOPs and detailed documentation for partner‑specific processes.
• Identify and address areas of inconsistency, process duplication, and systematic errors to enhance operational efficiency and the overall customer lifecycle.

This role entails a balance of lower‑level technical expertise with ability to communicate appropriate details to higher level business owners. The role also includes project management across multiple efforts all at the same time, and relationship‑building skills, ensuring that all responsibilities contribute to delivering a seamless on‑bill customer experience.

• Bachelor’s degree in operations, IT, Business, or a related field, with a minimum of 5 years of professional experience.
• Demonstrated project management experience, including planning, execution, stakeholder communication, and risk mitigation.
• Strong customer‑focused mindset with proven ability to make data‑driven decisions that balance customer satisfaction and operational objectives.
• Exceptional interpersonal, communication, and client presentation skills across multiple organizational levels.
• Advanced analytical skills, with proficiency in identifying and resolving technical issues, areas of inconsistency, duplication of process, poor customer experience, and systematic errors and subsequently documenting solutions.
• Experience working within a commercial operations environment, with a proven track record of driving operational improvements.
• Familiarity with QA/QC methodologies, issue resolution techniques, and system testing best practices.
• Ability to communicate technical issues in a concise, easy to understand way.
• Document issues efficiently and create documentation to support resolution of issues.
• Proven experience creating testing plans for UAT, then executing them for enhancements/major changes.
• Monitor day‑to‑day system rejections on CRM system; provide quality control, research, and resolve issues to improve customer lifecycle for the company’s operating system (i.e. enrollment failure, customer payment, customer…