Senior Operations Manager, Partner Management

📋 Description

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality
• Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans
• Drive accountability with external partners by identifying performance gaps, aligning on corrective
• Challenge existing processes, technology, staffing models, and site/channel strategy rather than
• Lead complex, cross-functional initiatives that improve member and service experience, from problem
• Identify automation and AI opportunities within the partner operation, and help redesign the

🎯 Requirements

• 10+ years of experience in leading on site Customer Experience operations, Partner/Vendor
• Executive presence and sound business judgment - comfortable building trust and influencing
• Strong analytical skills - demonstrated ability to identify trends, diagnose root causes, assess
• Demonstrated ability to challenge the status quo — a track record of redesigning a process, system
• Proficiency with tools such as Claude, ChatGPT, Excel, Google Sheets/Slides, Looker, Jira, or
• Onsite presence required at least 5 days a week

🎁 Benefits

• In-office work policy is designed to keep you connected - with four days a week in the office and
• Benefits that support your work and life, including backup child, elder, and pet care and
• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of
• Generous vacation policy and company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses