Senior Operations Manager

Embark on a Journey That Makes a Difference. At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience. Set Sail on a Career Path to Success. Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including: Diversity, Equity, and Inclusion (DEI) Committee Career pathing and Individual Development Plans Internal training and intern opportunities Women in Business Mentorship Program Employee awards and recognition Education and professional development assistance program Passport to Perks Includes: Generous Employer contribution for health, dental, and vision insurance Paid Maternity and Paternity Leave Scholarship Program for Employee Dependents Company match on 401k Employee Assistance Program (EAP) Company paid short-term and long-term disability insurance Voluntary Pet Insurance Voluntary Legal Benefit Discounts on travel insurance Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO) Your Role on the Expedition: Leads the day-to-day operations of the GGA Travel Assistance department, delivering seamless, high-quality assistance to travelers when they need it most. Oversees performance management, quality assurance, and knowledge management for a dynamic team of 30+ professionals operating in a fast-paced, customer-centric environment. Partners closely with Medical, Claims, and cross-functional internal and external stakeholders to ensure safe, timely, and compassionate support throughout the traveler journey. This role reports to the Director of Customer Service. Chart Your Course: Lead day-to-day Travel Assistance operations, ensuring timely, high-quality service and positive customer outcomes Partner closely with Medical and global Travel/Medical Assistance teams to optimize processes, handoffs, and customer safety Oversee operational execution to meet service levels, quality standards, and case resolution targets Manage, assign, and prioritize team workloads; monitor performance across all Travel Assistance services Drive achievement of KPIs related to quality, customer satisfaction, productivity, timelines, and team performance Coach, develop, and engage staff through regular performance reviews, case/call calibrations, and targeted training Monitor individual and team performance metrics daily, weekly, and monthly; report on trends and outcomes Own performance measurement, reporting, and continuous improvement initiatives for the department Support Travel Assistance claims processing as needed Build and maintain strong vendor and partner relationships Serve as escalation point for sensitive or complex customer and partner issues, escalating to senior leadership when required Conduct regular quality assurance reviews on active and closed cases Prepare and present monthly operational, quality, and case management reports to senior leadership and clients Identify training needs and partner with Ops Development to support onboarding and ongoing skill development Conduct annual performance reviews for Supervisors and Assistance Coordinators Advise the Director, CSD on staffing, hiring, development, performance, and adherence to company values Foster a high-performance, customer-focused culture with a proactive, can-do mindset Maintain up-to-date knowledge of policies, procedures, and best practices Perform additional duties as assigned Your Ticket to Success: Required Qualifications: High School Diploma or Equivalent (GED) required. Prior knowledge and experience in healthcare, travel insurance and multi-lingual Assistance/Call Center environments. Professional and experienced Medical Network Management skills with deep local and cultural knowledge Minimum 5 years of prior experience Prior experience in ISO or other Quality Assurance Management programs is highly desired Excellent verbal and written communication skills and ability to manage and prioritize multiple tasks. Excellent interpersonal skills necessary to interact positively with partners, providers and professional staff. Must represent the organization in a professional and knowledgeable manner Has strong customer service focus, decision making, planning and organizing skills Preferred Qualifications: Multilingual with excellent English language skills preferred Bachelor’s Degree in Management and Organizational Development or equivalent work experience Position Coordinates: This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week. Time for Take-off: While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need. One team. Every destination. Generali Global Assistance is proudly part of the Europ Assistance Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following: CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners. Learn more here. Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here. GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here. Iris, Powered by Generali: identity and digital protection solution. Learn more here. Explore new horizons – apply today! Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment. #J-18808-Ljbffr