We are seeking a highly organized, technically fluent Sr. Operations Manager to serve as the operational right hand to our operations leadership - the person who turns intent into execution. This role is built for someone who thrives on breadth: one day building the reporting that explains what is happening, the next configuring the systems that change it, the next driving a cross-functional initiative to completion because you were the one who followed up. You will be trusted with high-stakes, ambiguous work where the path forward is not always defined, and judged on velocity, follow-through, and the quality of your thinking.
Performance Visibility: Own the reporting layer for the operation — build and maintain the dashboards, trending analyses, and performance reviews that leadership uses to make decisions.
Diagnostic Analysis: Move past "what happened" to "why," using data to isolate root causes in efficiency, capacity, quality, and customer outcomes, and translate findings into specific recommendations.
Capacity & Efficiency: Partner with workforce planning on forecasting, staffing, and productivity analysis; identify and close the gap between planned and realized capacity.
Systems Ownership & Configuration
Platform Administration: Serve as a hands-on administrator for our operational and telephony systems — routing, skilling, queue design, IVR and self-service flows, and user configuration.
Change Execution: Scope, configure, test, and deploy system changes with an eye toward reliability; document what changed and why, and validate impact after the fact.
Technical Partnership: Work directly with Engineering and Product to unblock dependencies, define requirements in terms they can build against, and represent operational reality in technical decisions.
End-to-End Implementation: Own improvement initiatives from problem definition through rollout and measurement — including the unglamorous middle where most initiatives stall.
Follow-Through Mechanism: Be the accountability layer across partner and planning forums: capture commitments, track them to closure, surface slippage early, and escalate with a recommendation rather than a question.
Roadmap Advocacy: Maintain a clear line of sight into the product and engineering roadmap on behalf of the operation — know what is committed, what has been deprioritized, and what that means for us before it becomes a surprise.
Enablement & Scaled Delivery: Working with partners and vendors directly to scale tools and operations.
Frontline Impact: Define success criteria for operational changes and partner with training and quality teams to ensure changes land with the people doing the work.
Leadership & Influence: Set direction for cross-functional working groups, mentor teammates and analysts, and raise the operational bar without relying on formal authority.
Applied AI: Identify where AI and automation can remove manual effort, improve quality, or expand what the team can cover — then build, pilot, and scale it.
Practical Fluency: Use AI tooling as a daily part of your own workflow to accelerate analysis, documentation, and execution, and help the broader team do the same.
We are seeking an operator who moves quickly, closes loops, and is trusted by everyone they work with.
Experience: 5-7 years in operations, business operations, service delivery, or a similar execution-focused role, with a track record of increasing scope.
Industry Knowledge: Direct experience in insurance — life insurance, policy administration, underwriting, or carrier/distribution operations. Adjacent fintech or regulated-industry experience with clear insurance exposure will be considered.
Execution Velocity: A demonstrated bias toward action. You ship, you iterate, and you would rather deliver something useful this week than something perfect next quarter.
Follow-Through: Nothing you own goes quiet. You track commitments across teams you do not manage and drive them to a decision or a done state.
Organization: You bring structure to ambiguity — clean documentation, clear owners and dates, and a system for keeping many parallel threads from dropping.
Analytical Rigor: Comfortable working from raw data to a defensible conclusion, with sound judgment about what the numbers do and do not say.
Communication: Clear, concise, and audience-aware. You can write the executive summary and run the working session, and you tell people what you need without ambiguity.
Collaboration: Trusted across functions. You build relationships that let you move faster and are as invested in the partner team's outcome as your own.
Leadership: Experience leading initiatives, working groups, or vendor relationships, and mentoring others; formal people management experience is a plus but not required.
Advanced Excel/Google Sheets and working proficiency in SQL for independent analysis.
Hands-on configuration or administration experience with operational platforms (e.g., CRM, contact center/telephony, ticketing, or workforce management tools).
Practical experience applying AI/LLM tools to real work, with informed judgment about where they help and where they do not.
Familiarity with BI tools (e.g., Tableau , Native reporting within phone switch ( RingCentral ), Salesforce reporting )
Enough fluency in how software gets built to partner credibly with Engineering and Product.
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