Senior Manager, Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Operations based in the United States.

This role offers the opportunity to lead strategic operational initiatives within a technology-driven insurance environment. You will oversee critical third-party operations, optimize business processes, and strengthen partnerships that support scalable growth. The position combines vendor leadership, operational excellence, analytics, and continuous improvement to drive measurable business outcomes. You will act as a key connector between internal teams and external partners, ensuring service quality, compliance, and operational efficiency.

The ideal candidate will bring insurance expertise, strong business judgment, and the ability to influence stakeholders across multiple functions. This is a high-impact leadership opportunity for someone passionate about transforming operations through data, technology, and process innovation.

The Senior Manager, Operations will oversee outsourced operations programs, drive process improvements, and ensure third-party partners deliver exceptional performance aligned with strategic objectives. This role requires strong vendor management capabilities, operational expertise, and the ability to lead cross-functional initiatives in a remote environment.

• Develop and maintain strategic relationships with external service providers, ensuring alignment with business goals, service expectations, and compliance requirements.
• Lead vendor onboarding, transition planning, knowledge transfer, and offboarding processes.
• Manage vendor performance through scorecards, business reviews, KPIs, SLAs, and continuous improvement initiatives.
• Serve as the primary escalation point for vendor-related operational issues, coordinating resolution and driving root-cause improvements.
• Own business process optimization initiatives by evaluating workflows and determining opportunities for automation, outsourcing, digitization, or internal ownership.
• Apply Six Sigma methodologies to identify process improvements, reduce operational variation, and deliver measurable efficiency gains.
• Lead improvement projects with clear objectives, ROI measurement, documentation, and executive-level reporting.
• Monitor operational performance through quality metrics, productivity measures, customer experience indicators, and service-level outcomes.
• Analyze staffing models, capacity planning, and operational trends to ensure resources align with business needs.
• Utilize workflow and ticketing platforms to track performance data, manage escalations, and identify improvement opportunities.
• Ensure third-party partners meet regulatory, security, and compliance standards applicable to commercial insurance operations.
• Maintain vendor risk assessments, remediation plans, and business continuity processes.
• Collaborate with Finance, Legal, Compliance, Operations, and leadership teams on vendor strategy, contracts, and operational planning.
• Provide executive-level reporting and insights to support strategic decision-making.
• Promote a culture of accountability, collaboration, and continuous improvement across operational teams and vendor partnerships.

The ideal candidate will have extensive experience managing outsourced operations, improving business processes, and leading strategic vendor relationships within commercial insurance or related industries. This position requires strong analytical skills, operational leadership, and the ability to influence stakeholders without direct authority.

• Bachelor’s degree in Business Administration, Operations Management, or a related field required; advanced degree such as an MBA is a plus.
• 3+ years of commercial Property & Casualty (P&C) insurance experience required.
• 3–5+ years of experience in vendor management, BPO operations, procurement, or related operational leadership roles.
• Proven experience managing complex vendor relationships, including multi-vendor and multi-location partnerships.
• Experience leading vendor onboarding, transitions, performance management, and operational governance.
• Strong understanding of BPO service models, SLA structures, and vendor management best practices.
• Six Sigma Green Belt certification required;
  Black Belt certification strongly preferred.
• Demonstrated experience delivering process improvement initiatives with measurable business impact.
• Strong knowledge of operational KPIs, including First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), CSAT, SLA adherence, and quality metrics.
• Experience using enterprise workflow and ticketing platforms such as Zendesk, Service Now, Salesforce Service Cloud, or equivalent solutions.
• Strong data analysis skills with proficiency in Excel or Google Sheets; experience with BI tools such as Tableau, Power BI, or Looker is a plus.
• Strong project management capabilities; PMP or equivalent certification is…