Integrated Specialty Coverages, LLC - Senior Manager, Operations

• 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. • This role also offers bonus pay. Your ISC Talent Acquisition representative will share more details about the bonus component should you advance in the interview process. • The starting annual pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits. • ISC's salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.