Senior Manager, Operations

ISC (Integrated Specialty Coverages, LLC)

Senior Manager, Operations overseeing BPO programs end to end at ISC. Building relationships with third-party service providers for performance-driven delivery.

Posted 7/23/2026full-timeRemote • Arizona, Florida, Ohio, Pennsylvania, Texas • 🇺🇸 United StatesSenior💰 $135,000 - $169,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in vendor management and BPO operations, with a strong focus on process improvement using Six Sigma methodologies. Proficient in data analysis and performance management, ensuring compliance with P&C insurance regulations and driving operational excellence.

Highest-signal resume keywords

Vendor ManagementBPO OperationsSix Sigma Green BeltP&C Commercial Insurance ExperienceData Analysis Tools

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Vendor OnboardingPerformance ManagementProcess ImprovementContract NegotiationData AnalysisKPI MonitoringSLA ManagementRegulatory ComplianceOperational Transition PlanningBudget Planning

Soft Skills

Executive CommunicationInfluencing SkillsAnalytical ThinkingOrganizational SkillsCollaboration

Tools & Technologies

ZendeskServiceNowSalesforce Service CloudExcelGoogle SheetsTableauPower BILooker

Certifications & Qualifications

Six Sigma Green BeltSix Sigma Black BeltPMP

Industry Keywords

BPO Service ModelsSLA StructuresVendor GovernanceData Security StandardsP&C Insurance Operations

Tech Stack

Tools & technologies

CloudPMPServiceNowTableau

About the role

Key responsibilities & impact

Develop, sustain, and deepen relationships with critical BPO vendors, ensuring strategic alignment with ISC's business goals, service expectations, and compliance standards.
Lead vendor onboarding and offboarding processes, including transition planning, knowledge transfer, and contractual closeout.
Maintain a vendor performance scorecard and drive quarterly business reviews (QBRs) with senior vendor leadership.
Serve as a key process owner within the BX team — mapping, assessing, and recommending whether workflows should be digitized, automated, outsourced, or retained in-house.
Apply Six Sigma methodology (Green Belt required; Black Belt strongly preferred) to identify defects, reduce variation, and drive measurable process improvements across BPO-delivered functions.
Lead and facilitate process improvement projects with quantifiable ROI; document outcomes and present findings to senior leadership.
Partner with BPO operational teams to ensure consistent adoption of optimized workflows and standard operating procedures.
Own monthly BPO performance reviews — monitor KPIs, SLAs, quality scores, productivity metrics, and CX outcomes; identify trends and surface improvement opportunities.
Conduct QA audits of time studies and staffing models to validate that headcount and capacity plans align with projected work volumes and required KPI attainment.
Leverage ticketing and workflow platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud) to extract performance data, track escalations, and measure resolution trends.
Prepare and present executive-level performance dashboards and reporting packages to BX leadership and ISC senior management.
Identify, assess, and mitigate vendor-related operational, financial, and regulatory risks proactively.
Ensure all BPO partners adhere to applicable P&C insurance regulatory requirements, data security standards, and ISC compliance policies.
Maintain vendor risk registers and drive remediation of identified gaps; report status to Compliance and Legal stakeholders.
Support business continuity planning by assessing vendor resilience and maintaining documented contingency protocols.
Serve as the primary ISC escalation point for BPO-originated issues — triage, coordinate resolution, and communicate outcomes to impacted stakeholders.
Define and maintain clear escalation paths and RACI frameworks; ensure BPO day-to-day management teams are equipped to resolve issues at the lowest effective level.
Deliver structured, actionable feedback to vendor partners to drive root cause elimination and prevent recurrence.
Partner with Finance on vendor cost modeling, budget planning, and price analysis.
Collaborate with Legal and Compliance to review, negotiate, and renew vendor agreements.
Act as a bridge between BX operational teams and BPO partners, translating business requirements into vendor performance expectations.
Contribute to the BX roadmap by identifying where BPO capacity can scale, contract, or pivot in response to ISC's strategic priorities.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Operations Management, or a related field (required).
Advanced degree (MBA or equivalent) is a plus.
3+ years of P&C commercial insurance experience — required. Candidates without P&C commercial lines knowledge will not be considered.
3–5+ years of experience in vendor management, BPO operations, procurement, or a related discipline.
Proven track record negotiating complex, multi-vendor, multi-geography contracts and managing vendor relationships at a strategic level.
Experience managing vendor onboarding and offboarding, including operational transition planning.
Demonstrated experience overseeing outsourced teams through performance management rather than direct day-to-day supervision.
Six Sigma Green Belt — required.
Six Sigma Black Belt — strongly preferred; candidates with Green Belt only must demonstrate hands-on process improvement project experience.
Proficiency with enterprise ticketing/workflow platforms — Zendesk, ServiceNow, Salesforce Service Cloud, or equivalent (preferred).
Strong command of CX and operational KPIs: First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), CSAT, SLA adherence, quality scores.
Proficiency in data analysis tools (Excel/Google Sheets at minimum; BI tools such as Tableau, Power BI, or Looker a plus).
Strong project management skills; PMP or equivalent certification is a plus.
Working knowledge of BPO service models, SLA structures, and vendor governance best practices.
Understanding of regulatory requirements applicable to P&C insurance operations (state-level compliance, data privacy, carrier standards).
Familiarity with data security standards relevant to third-party vendor management (SOC 2, NIST, or equivalent frameworks).
Executive-level written and verbal communication skills — able to present complex operational data clearly to senior audiences.
Strong influencing skills; able to build trust, drive alignment, and hold vendor partners accountable without direct authority.
Analytical and critical thinker — comfortable working with imperfect data to identify trends and make recommendations.
Highly organized, with the ability to manage multiple vendors and concurrent workstreams in a fast-paced, remote environment.
Collaborative and solutions-oriented; demonstrated ability to partner across Finance, Legal, Operations, and vendor leadership.

Benefits

Comp & perks

Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows
Professional development opportunities
Owner Referral Program
Work from home reimbursement for remote/hybrid roles
Canary emergency financial assistance program
Comprehensive medical, dental, vision
Life/AD&D Insurance
Confidential, Employee Assistance Program
Health Savings Account, includes company contribution
Short-term disability
Voluntary benefits - supplemental accident, critical illness, hospital insurance
Employee discounts
401(k) Plan with company match contribution
Addition Wealth Financial Wellness Program
Various Time Off Programs
11 company paid holidays