Sr. Operations Manager

WHAT YOU'LL DO

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.

Operational Insight & Reporting

• 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.

Process Improvement & Program Execution

• 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.

AI & Automation

• 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.

WHO YOU ARE

• 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.

Technical Skills:

• 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.