Senior Manager, Operations

About Integrated Specialty Coverages

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market.  

Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

Job Summary

The Sr. Manager, Operations is a strategic and operationally-focused leader responsible for overseeing ISC's BPO programs end to end. This role builds and sustains collaborative, performance-driven relationships with third-party service providers, ensuring that all outsourced processes are optimized, compliant, and aligned with ISC's business objectives. Serving as the primary escalation point between ISC and its BPO partners, this leader brings deep P&C commercial insurance expertise alongside Business Process Excellence discipline to drive continuous improvement, cost efficiency, and exceptional service delivery.

This is a high-visibility, cross-functional role that partners closely with Business Experience leadership, Finance, Legal, Compliance, and front-line BPO management teams.

To be considered for this role, candidates must live in Ohio, Georgia, Pennsylvania, Florida, Arizona or Texas.

Position Responsibilities

Strategic Vendor Management

Develop, sustain, and deepen relationships with critical BPO vendors, ensuring strategic alignment with ISC's business goals, service expectations, and compliance standards.

Lead vendor onboarding and offboarding processes, including transition planning, knowledge transfer, and contractual closeout.

Maintain a vendor performance scorecard and drive quarterly business reviews (QBRs) with senior vendor leadership.

Business Process Excellence & Optimization

Serve as a key process owner within the BX team — mapping, assessing, and recommending whether workflows should be digitized, automated, outsourced, or retained in-house.

Apply Six Sigma methodology (Green Belt required; Black Belt strongly preferred) to identify defects, reduce variation, and drive measurable process improvements across BPO-delivered functions.

Lead and facilitate process improvement projects with quantifiable ROI; document outcomes and present findings to senior leadership.

Partner with BPO operational teams to ensure consistent adoption of optimized workflows and standard operating procedures.

Performance Oversight & Reporting

Own monthly BPO performance reviews — monitor KPIs, SLAs, quality scores, productivity metrics, and CX outcomes; identify trends and surface improvement opportunities.

Conduct QA audits of time studies and staffing models to validate that headcount and capacity plans align with projected work volumes and required KPI attainment.

Leverage ticketing and workflow platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud) to extract performance data, track escalations, and measure resolution trends.

Prepare and present executive-level performance dashboards and reporting packages to BX leadership and ISC senior management.

Risk & Compliance Management

Identify, assess, and mitigate vendor-related operational, financial, and regulatory risks proactively.

Ensure all BPO partners adhere to applicable P&C insurance regulatory requirements, data security standards, and ISC compliance policies.

Maintain vendor risk registers and drive remediation of identified gaps; report status to Compliance and Legal stakeholders.

Support business continuity planning by assessing vendor resilience and maintaining documented contingency protocols.

Escalation Management & Problem Resolution

Serve as the primary ISC escalation point for BPO-originated issues — triage, coordinate resolution, and communicate outcomes to impacted stakeholders.

Define and maintain clear escalation paths and RACI frameworks; ensure BPO day-to-day management teams are equipped to resolve issues at the lowest effective level.

Deliver structured, actionable feedback to vendor partners to drive root cause elimination and prevent recurrence.

Cross-Functional Collaboration

Partner with Finance on vendor cost modeling, budget planning, and price analysis.

Collaborate with Legal and Compliance to review, negotiate, and renew vendor agreements.

Act as a bridge between BX operational teams and BPO partners, translating business requirements into vendor performance expectations.

Contribute to the BX roadmap by identifying where BPO capacity can scale, contract, or pivot in response to ISC's strategic priorities.

Minimum Qualifications

Bachelor's degree in Business Administration, Operations Management, or a related field (required).

Advanced degree (MBA or equivalent) is a plus.

3+ years of P&C commercial insurance experience — required. Candidates without P&C commercial lines knowledge will not be considered.

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 vendor relationships at a strategic level.

Experience managing vendor onboarding and offboarding, including operational transition planning.

Demonstrated 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; candidates with Green Belt only must demonstrate hands-on process improvement project experience.

Proficiency with enterprise ticketing/workflow platforms — Zendesk, ServiceNow, Salesforce Service Cloud, or equivalent (preferred).

Strong command of CX and operational KPIs: First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), CSAT, SLA adherence, quality scores.

Proficiency in data analysis tools (Excel/Google Sheets at minimum; BI tools such as Tableau, Power BI, or Looker 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 regulatory requirements applicable to P&C insurance operations (state-level compliance, data privacy, carrier standards).

Familiarity with data security standards relevant to third-party vendor management (SOC 2, NIST, or equivalent frameworks).

Executive-level written and verbal communication skills — able to present complex operational data clearly to senior audiences.

Strong influencing skills; able to build trust, drive alignment, and hold vendor partners accountable without direct authority.

Analytical and critical thinker — comfortable working with imperfect data to identify trends and make recommendations.

Highly organized, with the ability to manage multiple vendors and concurrent workstreams in a fast-paced, remote environment.

Collaborative and solutions-oriented; demonstrated ability to partner across Finance, Legal, Operations, and vendor leadership.

This role also offers bonus pay. Your ISC Talent Acquisition representative will share more details about the bonus component should you advance in the interview process. The starting annual pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits.

ISC's salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

National Pay Range $135,000 — $169,000 USD

Benefits of Working at ISC

Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows

Professional development opportunities

Owner Referral Program

Work from home reimbursement for remote/hybrid roles

Canary emergency financial assistance program

Comprehensive medical, dental, vision

Life/AD&D Insurance

Confidential, Employee Assistance Program

Health Savings Account, includes company contribution

Short-term disability

Voluntary benefits - supplemental accident, critical illness, hospital insurance

Employee discounts

401(k) Plan with company match contribution

Addition Wealth Financial Wellness Program

Various Time Off Programs

11 company paid holidays

Applicants may contact the ISC HR department via e-mail or phone to request and arrange for an accommodation that will allow the applicant to successfully complete the application process. Applicants needing assistance may request accommodation at any time. Please contact ISC at HR@ISCMGA.com or 760-599-7242.

ISC believes in creating long-term relationships by being responsive and relevant and by consistently delivering value to our community of customers. Specifically, we focus on attracting, developing, and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude, and fostering a collaborative and mutually supportive environment.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, gender identity, sexual orientation, marital status, medical condition, genetic information, mental or physical disability, military or veteran status, or any other characteristic protected by local, state, or Federal law.

Must be legally authorized to work in the United States.

ISC participates in the Federal E-Verify program