Senior Manager, Operations – P&C Insurance

🕒 July 23

🌵 Arizona, Florida, +3 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🏈 Ohio – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

💵 $65 - $75 / hour

⏳ Contract/Temporary

🟠 Senior

⚙️ Operations

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ISC (Integrated Specialty Coverages, LLC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏗️ Construction

🏨 Hospitality

📦 Logistics

Construction • Hospitality • Logistics

ISC (Integrated Specialty Coverages, LLC) is a dynamic company specializing in providing a wide range of insurance programs tailored to various industries. Their offerings include general liability, excess liability, and professional liability insurance for sectors such as construction, hospitality, marine, trucking, entertainment, and more. ISC is known for its innovative use of AI underwriting to enhance the speed and efficiency of insurance distribution, offering competitive rates and comprehensive coverage through a fully digital platform. The company has been recognized for its excellence and awarded for its achievements in the insurance sector.

📋 Description

• Oversee ISC's BPO programs end to end • Build and sustain performance-driven relationships with third-party service providers • Lead vendor onboarding and offboarding, transition planning, knowledge transfer, and contractual closeout • Maintain vendor performance scorecards and lead quarterly business reviews • Map, assess, and recommend workflow digitization, automation, outsourcing, or in-house retention • Apply Six Sigma methodology to identify defects, reduce variation, and improve BPO-delivered processes • Lead process improvement projects with quantifiable ROI and present findings to senior leadership • Ensure adoption of optimized workflows and standard operating procedures • Own monthly BPO performance reviews covering KPIs, SLAs, quality, productivity, and CX outcomes • Conduct QA audits of time studies and staffing models • Use ticketing and workflow platforms to extract performance data, track escalations, and measure resolution trends • Prepare executive-level performance dashboards and reporting packages • Identify and mitigate vendor-related operational, financial, and regulatory risks • Ensure BPO partners comply with P&C insurance regulations, data security standards, and ISC policies • Maintain vendor risk registers and drive remediation • Support business continuity planning and vendor contingency protocols • Serve as primary escalation point for BPO-originated issues and coordinate resolutions • Define escalation paths and RACI frameworks • Provide structured feedback to eliminate root causes and prevent recurrence • Partner with Finance on cost modeling, budgets, and price analysis • Collaborate with Legal and Compliance on vendor agreements • Bridge BX teams and BPO partners, translating business requirements into performance expectations • Contribute to the BX roadmap based on BPO capacity and strategic priorities

🎯 Requirements

• Must live in Ohio, Georgia, Pennsylvania, Florida, Arizona, or Texas • Bachelor's degree in Business Administration, Operations Management, or a related field (required) • 3+ years of P&C commercial insurance experience (required) • 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 strategic vendor relationships • Experience managing vendor onboarding and offboarding, including operational transition planning • 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; Green Belt-only candidates must demonstrate hands-on process improvement project experience • Proficiency with enterprise ticketing/workflow platforms such as Zendesk, ServiceNow, Salesforce Service Cloud, or equivalent (preferred) • Strong command of CX and operational KPIs, including FCR, AHT, NPS, CSAT, SLA adherence, and quality scores • Proficiency in Excel or Google Sheets at minimum; Tableau, Power BI, or Looker is 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 P&C insurance regulatory requirements, including state-level compliance, data privacy, and carrier standards • Familiarity with SOC 2, NIST, or equivalent data security frameworks • Executive-level written and verbal communication skills • Strong influencing skills and ability to hold vendor partners accountable without direct authority • Analytical and critical-thinking skills • Ability to manage multiple vendors and concurrent workstreams in a fast-paced, remote environment • Collaborative, solutions-oriented approach across Finance, Legal, Operations, and vendor leadership • Must be legally authorized to work in the United States

🏖️ Benefits

• Bonus pay • Comprehensive medical, dental, and vision insurance • 401(k) plan with company match contribution • Paid time off • 11 company paid holidays • Employee Ownership Program • Professional development opportunities • Owner Referral Program • Work from home reimbursement for remote/hybrid roles • Canary emergency financial assistance program • Life/AD&D Insurance • Confidential Employee Assistance Program • Health Savings Account with company contribution • Short-term disability • Voluntary supplemental accident, critical illness, and hospital insurance • Employee discounts • Addition Wealth Financial Wellness Program • Various Time Off Programs