Senior Manager, Insurance Customer Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Insurance Customer Operations based in the United States.

This is a strategic leadership opportunity at the intersection of insurance operations, technology, compliance, and customer experience. You will lead critical operational initiatives across the policyholder lifecycle while helping build scalable, efficient, and resilient processes. The role partners closely with Product, Engineering, Compliance, Customer Experience, and carrier teams to resolve complex issues and improve operational performance. You’ll use data, customer insights, and process expertise to identify systemic problems and turn them into sustainable solutions. As a people leader, you’ll coach a high-performing team and foster a culture of accountability, curiosity, and continuous improvement. Your work will directly contribute to regulatory readiness, operational integrity, and a seamless customer experience. This is an ideal role for an experienced insurance operations leader who enjoys solving complex problems in a fast-moving, technology-driven environment.

Accountabilities:

• Lead continuous improvement initiatives across insurance operations, using operational data and customer insights to identify inefficiencies, eliminate recurring issues, and develop scalable solutions.
• Drive operational reviews, quality programs, audit preparation, and controls to maintain accuracy, regulatory compliance, and high-quality policyholder experiences.
• Build and optimize dashboards, reporting tools, tracking mechanisms, and operational controls to monitor performance, identify breakdowns, and maintain service-level expectations.
• Serve as a key connection point between Customer Experience, Product, Engineering, Compliance, and carrier partners, ensuring operational needs are reflected in technical and product decisions.
• Triage product and operational issues, identify root causes, establish short-term mitigation plans, and oversee progress toward sustainable long-term solutions.
• Partner with Product Managers to define operational requirements, shape roadmap priorities, and support QA, testing, and rollout plans for new products and features.
• Manage and mentor operations specialists and supervisors, providing strategic direction, coaching, development opportunities, and performance leadership.
• Lead cross-functional initiatives involving issue detection, process design, operational scalability, and regulatory alignment.
• Oversee internal audit controls, fraud and payment validations, and other compliance-sensitive processes across systems, vendors, and operational workflows.
• Collaborate with Legal, Compliance, and carrier relations teams to maintain readiness for internal and external reviews and strengthen operational integrity.
• Own key operational reports and dashboards, communicating performance trends, risks, audit readiness, and improvement opportunities to senior stakeholders.
• Lead knowledge-sharing initiatives, documentation updates, and internal enablement programs to promote consistency and operational excellence.
• Identify systemic operational breakdowns and develop forward-looking solutions that strengthen the scalability and resilience of the insurance operations function.

Requirements:

• 5+ years of experience in insurance operations, customer experience, or a closely related field, including 2+ years in a leadership role driving complex initiatives within a regulated industry.
• Deep understanding of life insurance operations , including policy administration, quality assurance, operational processes, and regulatory compliance.
• Proven experience partnering cross-functionally with Product, Engineering, Compliance, Customer Support, and other business functions.
• Demonstrated ability to lead complex initiatives from discovery through execution, including defining requirements, coordinating stakeholders, managing risks, and delivering outcomes.
• Strong analytical capabilities, with the ability to use data to identify trends, diagnose operational issues, measure performance, and make informed recommendations. Experience with SQL, Tableau, or similar analytical tools is a plus.
• Hands-on experience with operational and technical platforms such as Jira, Salesforce, administrative portals, QA systems , or comparable tools.
• Strong project management, organizational, and prioritization skills, with the ability to manage multiple initiatives in a fast-paced environment.
• Proven experience leading and developing teams while creating clarity, accountability, and alignment in situations involving ambiguity or competing priorities.
• Strong communication and influencing skills, with the ability to present complex operational, technical, or regulatory topics clearly to senior stakeholders.
• Bachelor’s degree in Business, Operations, Risk Management, or a related discipline; an advanced degree is a plus.
• Strong problem-solving mindset and ability to translate complex challenges into practical, scalable solutions.
• Highly collaborative, adaptable, and comfortable working across technology, compliance, insurance, and customer-facing functions.
• Ability to learn quickly, challenge existing processes constructively, and drive meaningful operational change.

Benefits:

• Competitive annual base salary of $110,000–$150,000 , depending on role, level, location, skills, experience, and relevant education or training.
• Potential eligibility for applicable bonus and equity opportunities in addition to base compensation.
• Fully remote work opportunity within the United States.
• Comprehensive employee benefits, with further details available through the employer’s benefits program.
• Opportunity to work at the intersection of insurance, technology, customer experience, and regulatory operations.
• Meaningful leadership scope with direct influence over operational strategy, process design, and customer outcomes.
• Professional growth opportunities within a technology-driven insurance environment.
• Collaborative, inclusive, and fast-paced workplace focused on innovation and continuous improvement.
• Opportunity to lead and develop an operations team while partnering with senior leaders across multiple business functions.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.