Senior Manager, Insurance Customer Operations

Operational Strategy & Process Optimization:

• Drive continuous improvement using data and customer insights to identify inefficiencies and unlock scalable solutions.
• Lead operational reviews, audit preparedness, and quality initiatives to ensure accuracy and compliance.
• Build dashboards and tracking tools to measure performance and ensure service levels are met.

Cross-Functional Partnership & Technical Execution:

• Serve as the connective tissue between CX, Engineering, Product, Compliance, and Carrier Partners to triage bugs and align remediations.
• Partner with Product Managers to define operational feature goals and validate new launches.
• Log, prioritize, and oversee resolution of operational incidents, owning mitigation plans.

Team Leadership & Strategic Guidance:

• Manage and mentor a team of operations specialists, promoting a culture of curiosity and accountability.
• Provide strategic oversight to initiatives focused on issue detection, process design, and regulatory alignment.
• Lead knowledge sharing and documentation updates to ensure consistency across practices.

Risk Management & Audit Excellence:

• Oversee internal audit controls, fraud and payment validations, and compliance-sensitive processes.
• Collaborate with legal, compliance, and carrier relations to maintain audit readiness.
• Own key reports that surface operational performance and audit readiness to senior leadership.