Senior Operations Strategy & Enablement Manager
This role drives operational insight, systems configuration, process improvement, and cross-functional execution for Bestow’s TPA Operations organization. It requires 5–7 years of operations experience, insurance exposure, strong analytical and technical skills, and the ability to lead initiatives without relying on formal authority.
About the job
Responsibilities
Operational Insight & Reporting
- Own operational reporting, dashboards, trend analyses, and performance reviews.
- Diagnose root causes across efficiency, capacity, quality, and customer outcomes, translating findings into recommendations.
- Partner with workforce planning on forecasting, staffing, productivity analysis, and capacity improvement.
Systems Ownership & Configuration
- Administer operational and telephony systems, including routing, skilling, queue design, IVR, self-service flows, and user configuration.
- Scope, configure, test, document, and deploy reliable system changes; validate their impact.
- Partner with Engineering and Product to define requirements and represent operational needs in technical decisions.
Process Improvement & Program Execution
- Own improvement initiatives from problem definition through rollout and measurement.
- Track cross-functional commitments to closure, surface slippage, and escalate with recommendations.
- Maintain visibility into product and engineering roadmaps and their operational impact.
- Scale tools and operations with partners and vendors.
- Define success criteria and partner with training and quality teams to implement operational changes.
- Lead cross-functional working groups, mentor teammates and analysts, and influence without formal authority.
AI & Automation
- Identify, build, pilot, and scale AI and automation opportunities that reduce manual effort or improve quality.
- Use AI tools for analysis, documentation, and execution, and help the broader team adopt them.
Requirements
- 5–7 years of experience in operations, business operations, service delivery, or a similar execution-focused role.
- Direct experience in insurance, including life insurance, policy administration, underwriting, or carrier/distribution operations; adjacent regulated-industry or fintech experience with insurance exposure may be considered.
- Demonstrated bias toward action, strong follow-through, organization, analytical rigor, clear communication, and cross-functional collaboration.
- Experience leading initiatives, working groups, or vendor relationships and mentoring others; formal people management is a plus.
- Advanced Excel or Google Sheets skills.
- Working proficiency in SQL for independent analysis.
- Hands-on configuration or administration of operational platforms such as CRM, contact center/telephony, ticketing, or workforce management tools.
- Practical experience applying AI or LLM tools to business work.
- Familiarity with BI tools such as Tableau, RingCentral native reporting, or Salesforce reporting.
- Sufficient software-development fluency to partner credibly with Engineering and Product.
Compensation & Benefits
- Competitive salary and equity based on role.
- Flexible paid time off and parental leave programs.
- 100% paid-premium option for medical, dental, and vision insurance.
- Lifestyle stipend.
- Flexible remote/hybrid work.
Skills
Excel, Google Sheets, SQL, Tableau, Ringcentral, Salesforce, Ivr, Workforce Management, CRM, Telephony, AI, Llm Tools, Dashboarding, Capacity Planning, Process Improvement
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