The Senior Manager, Partner Operations is a strategic leadership role accountable for delivering operational excellence, partner satisfaction, and business outcomes across ComPsych's two largest partner relationships. This leader oversees a team of six Team Leaders and drives performance across call center and claims operations, ensuring exceptional service delivery, regulatory compliance, operational efficiency, and continuous improvement.

As the primary operational leader and point of contact for assigned partners, the Senior Manager serves as a trusted advisor to client stakeholders, aligning operational execution with business objectives while fostering strong, long-term partnerships.

This role requires a highly collaborative, results-oriented leader with expertise in large-scale operations, customer relationship management, workforce leadership, and process optimization. The successful candidate will leverage data, technology, and emerging AI capabilities to enhance operational performance, improve customer and partner experiences, and create scalable solutions that support future growth.

Strategic Partner Leadership

• Serve as the senior operational leader for ComPsych's largest partner relationships, ensuring alignment between client expectations and operational execution.
• Build and maintain trusted relationships with partner stakeholders, acting as the primary point of escalation and strategic consultation.
• Lead business reviews, performance discussions, and operational planning sessions with partners.
• Identify opportunities to strengthen partnerships, improve service delivery, and drive mutual business value.

Operational Excellence

• Provide strategic leadership and oversight for call center and claims operations, ensuring consistent achievement of service, quality, productivity, and compliance objectives.
• Establish clear performance expectations, accountability standards, and operational goals across all teams.
• Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to drive informed decision-making.
• Lead operational results across call center and claims functions, holding Team Leaders accountable for key metrics including call quality, average handle time, first-contact resolution, claim accuracy, and claim cycle time.
• Analyze performance data, customer trends, and operational insights to identify improvement opportunities, recommend enhancements, and implement solutions that increase efficiency, effectiveness, and service quality.
• Drive a culture of continuous improvement by identifying process optimization opportunities, reducing operational inefficiencies, and enhancing the customer experience.
• Partner with cross-functional stakeholders to implement operational initiatives, improve business outcomes, and support organizational objectives.
• Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery.

People Leadership

• Lead, coach, and develop a team of Team Leaders responsible for frontline operational teams.
• Foster a high-performance culture focused on accountability, engagement, continuous learning, and customer-centricity.
• Support leadership development, succession planning, and talent management initiatives.
• Promote collaboration across functional teams to achieve organizational objectives.

Continuous Improvement & Transformation

• Identify, prioritize, and implement process improvements that enhance efficiency, quality, and partner satisfaction.
• Lead operational transformation initiatives designed to simplify workflows, reduce manual effort, and improve service outcomes.
• Champion a culture of innovation and continuous improvement throughout the organization.

AI & Intelligent Operations Leadership

• Own an AI-informed operational roadmap for partner operations, setting the strategic direction for how AI will be used to improve outcomes, reduce cost, and strengthen ComPsych's competitive position with our two largest partners
• Use predictive analytics and AI-generated insights to drive proactive decision-making: getting ahead of partner risk, anticipating member needs, and resolving issues before they surface as client escalations
• Redesign call center and claim center processes from the ground up where AI enables a fundamentally better approach not incremental improvement, but a shift in how the work gets done and how outcomes are measured
• Partner with senior leadership to shape the broader AI strategy for the operations function, contributing lessons learned and scaling what works across the organization

Governance & Compliance

• Ensure operational adherence to all regulatory, contractual, and organizational requirements.
• Maintain strong controls, policies, and procedures that support quality, compliance, and risk management.
• Lead audit readiness efforts and address compliance-related concerns proactively.
• Demonstrated ability to multi-task and prioritize in order to produce efficient and effective results in a timely manner.
• Supports the mentoring of Behavioral Health staff in the Canada office, as needed.
• Must have ability for a flexible schedule to handle on-call crisis services.
• Performs other duties as assigned.

• Minimum of five (5) years of progressive experience in absence management, leave administration, disability management, benefits administration, or a related operational field.
• Minimum of three (3) years of leadership experience with direct responsibility for managing leaders, supervisors, or managers.
• Demonstrated success leading call center, claims, or service operations, including accountability for service-level agreements (SLAs), quality metrics, productivity, and team performance.
• Experience managing large, strategic client, partner, or vendor relationships in a customer-facing capacity.
• Post-secondary degree or diploma in Business Administration, Human Resources, Health Sciences, Healthcare Administration, or a related field, or an equivalent combination of education and experience.
• Strong knowledge of leave and disability management practices, including applicable employment, disability, accommodation, and leave-of-absence legislation. Experience with U.S. regulations, including the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), and state leave laws, is strongly preferred.
• Demonstrated project management and cross-functional leadership experience within a complex, matrixed organization.
• Excellent written, verbal, presentation, and stakeholder management skills, with the ability to communicate effectively with clients, clinicians, employees, and senior leaders.
• Experience with absence management, disability management, or claims administration platforms; familiarity with contact center technology, workforce management systems, and reporting tools preferred.
• Experience working in a multi-client, consulting, healthcare, benefits administration, or professional services environment preferred.
• Demonstrated curiosity and comfort with artificial intelligence (AI) and emerging technologies; experience leveraging AI to improve operational workflows, decision-making, process design, or team productivity is strongly preferred.
• Strong analytical, problem-solving, and decision-making skills with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Ability to perform the essential functions of the position, with or without reasonable accommodation, in accordance with applicable laws.

Other requirements:

• Must have high-speed internet and workspace free from distraction, disruption or noise
• Ability to be on camera when attending work related trainings, meetings and/or events
• Must be able to sit or stand at desk for prolonged periods of time while working on a computer

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The salary range for this position is $100,000 - $120,000 USD. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.