Director, Operations – Shared Services

Key Responsibilities

Workforce Management & Vendor Partnerships

• Lead the Blended Workforce Strategy: Oversee the resource planning and daily management for internal staff and BPO partners, ensuring the right coverage to meet service level agreements (SLAs) across all Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes.
• Oversee Vendor Relationships: Act as the primary point of accountability for BPO partners. This involves managing the performance of these vendors (inclusive of regular reporting, formal business reviews, and relationship management), ensuring they meet quality standards and operational protocols while managing the overall cost to serve.
• Optimize Labor Efficiency: Monitor performance trends to identify opportunities for improved labor utilization, ensuring a balance between team productivity and a high-quality customer experience.

Continuous Enablement & Knowledge Management

• Own the Learning Domain: Lead the teams responsible for training and content development. This ensures that staff—both internal and outsourced—have the knowledge they need to be successful from day one and beyond.
• Drive an “AI-Ready” Knowledge Strategy: Oversee the maintenance of internal and external knowledge bases. Ensure content is not only accurate and easy to navigate but also structured to be “AI-ready,” powering future internal and external automation and self-service tools.
• Improve Performance through Training: Look beyond basic onboarding to drive ongoing excellence. Partner with frontline leaders to identify knowledge gaps and deploy training that directly improves quality and efficiency.

Strategic & Budgetary Oversight

• Define and Drive Success: Establish clear goals and KPIs for Operations Shared Services, with a strong focus on business- and department-impacting results. Lead the creation of formal Shared Services internal SLAs and commitments to the frontline teams.
• Direct Ownership of Shared Services Spend: Manage the budget for BPO contracts, software, and operational tools, ensuring optimized spend and maximum value and ROI from investments.
• Manage Contractual Lifecycles: Partner with Legal, Finance, and IT/InfoSec to lead the negotiation and management of vendor contracts, ensuring agreements can scale with the organization’s needs.
• Build the Operations PMO (V1): Establish the foundation for a centralized project management function. Define how departmental projects are intaken and prioritized to ensure operational readiness for every new launch.

Qualification & Requirements

• A Strong Operator and People Leader: A versatile leader who can move seamlessly across distinct domains. Experience managing managers and leading diverse, multi-layered teams through periods of significant change or growth is required.
• An Analytical Thinker: A strong grasp of operational data and workforce management principles. Comfortable defining the “why” and “how” behind staffing plans for large-scale operations and able to spot inconsistencies in performance data.
• A Strategic Builder: Looking to write the playbook rather than just execute one. Possesses the vision to design a Shared Services function from the ground up, moving from “scrappy/manual” to “scalable/automated.”
• A Player-Coach: Enjoys leading teams but is not afraid to get hands-on. Willing to dive into a spreadsheet, draft a process map, or jump into a vendor meeting to get things moving.
• Experienced in High-Growth, Regulated Environments: Past experience in high-volume, tech-enabled service organizations (e.g., Health tech, Fintech, or Marketplace platforms) with an understanding of the specific complexities of scaling in a regulated environment.
• Forward-Looking on Technology: Curious about how AI and automation can augment workforce performance and improve information accessibility, with an interest in the practical application of these tools in an Ops environment.
• Clear and Robust Communicator: Avoids jargon and buzzwords. Able to explain complex operational trade-offs to stakeholders in a way that is clear, grounded, and actionable.
• A Relationship Builder: Excels at navigating cross-functional trade-offs and can build trust with leaders across different parts of the organization to ensure shared services are meeting their needs.

Benefits

• Remote-first working environment
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Lifestyle Spending Account for health, wellness, and family care
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through PerkSpot
• EAP access through Aetna
• One-time home office stipend to set up workspace
• Inclusive family and medical leave plans
• 12 paid holidays and 1 designated Give Back Day
• Flexible PTO