Operations Manager

The Business Operations Manager (Carrier Performance) partners closely with the Senior Director of Carrier Performance to drive execution across all core initiatives within the division.

This role is responsible for establishing and maintaining operating rigor through structured cadences, KPI frameworks, and cross-functional alignment.

In addition to operational leadership, this individual plays a key role in supporting strategic initiatives by developing materials, conducting analysis, and ensuring readiness for leadership decision-making. This role requires a blend of operational discipline, analytical capability, and strong interpersonal skills to influence outcomes across Sales, Technology, and Operations, and Finance. Acts as the operational leader and execution partner for the Carrier Performance division, ensuring strategic priorities are translated into structured processes, clear accountability, and measurable outcomes.

This role functions as a “right hand” to the Senior Director, driving operating cadence, performance tracking, and cross-functional coordination while proactively identifying risks and ensuring no critical initiatives fall through the cracks. This role also supports analytical and business intelligence needs across the division, leveraging tools such as SQL, Salesforce, and Tableau to generate insights, improve decision-making, and enhance performance visibility.

Job Responsibilities:

• Establish and manage a structured operating cadence across the division (weekly, monthly, quarterly)

• Build and maintain KPI frameworks to track performance across teams and initiatives

• Ensure accountability across all initiatives; track progress and prevent gaps or missed commitments

• Support the Senior Director in performance management by delivering reporting and insights on team and carrier performance

• Proactively identify operational risks, bottlenecks, and escalation drivers; implement solutions to reduce reactive issues

• Coordinate cross-functionally with Sales, Technology, Operations, and Finance to align priorities and execution

• Develop executive-level materials including presentations, reports, and financial models

• Support strategic initiatives (e.g., new LOB expansion, carrier portfolio strategy) by handling execution planning and analysis

• Drive continuous improvement in processes, reporting, and operational efficiency