Senior Manager, Operations
J
JobgetherCommercial Insurance
Based in the United StatesFull-TimeManager
Salary$135,000–$169,000
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Job Details
- Experience
- 3+ years of commercial P&C insurance experience; 3–5+ years of experience in vendor management, BPO operations, procurement, or related roles.
- Required Skills
- Project ManagementData AnalysisZendeskServiceNow
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- 3+ years of commercial Property & Casualty (P&C) insurance experience.
- 3–5+ years of experience in vendor management, BPO operations, procurement, or related leadership roles.
- Proven experience managing complex, multi-vendor, and multi-location partnerships.
- Strong understanding of BPO service models, SLA structures, and vendor management best practices.
- Six Sigma Green Belt certification (Black Belt preferred).
- Experience using enterprise workflow and ticketing platforms such as Zendesk, ServiceNow, or Salesforce Service Cloud.
- Proficiency in data analysis with Excel, Google Sheets, or BI tools like Tableau, Power BI, or Looker.
- Knowledge of P&C insurance regulatory requirements, data privacy standards, and third-party risk frameworks (e.g., SOC 2, NIST).
- Strong project management skills; PMP certification is beneficial.
Responsibilities
- Develop and maintain strategic relationships with external service providers to ensure alignment with business goals.
- Manage vendor onboarding, transitions, performance scorecards, KPIs, and SLA adherence.
- Act as the primary escalation point for operational issues and drive root-cause improvements.
- Apply Six Sigma methodologies to optimize business processes and identify automation or efficiency opportunities.
- Monitor operational performance metrics, including FCR, AHT, NPS, and CSAT, to ensure service quality.
- Collaborate with Finance, Legal, and Compliance teams on vendor strategy, contracts, and risk assessments.
- Provide executive-level reporting and insights to support strategic decision-making.
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