Partner Operations Manager - Brightway Insurance

Brightway Insurance is seeking a dynamic and experienced Partner Operations Manager to oversee and ensure the high performance of our external partners who support our customer service operations within the Engagement Center. This role will be pivotal in managing relationships with our third-party service providers, driving continuous improvements, and aligning partner performance with Brightway’s strategic goals. The ideal candidate will have a strong background in performance management, strategic outsourcing, and a passion for delivering exceptional customer service.

Job Responsibilities

• Partner Performance Management: Ensure that third-party service providers consistently meet and exceed performance standards by implementing performance metrics, SLAs, and KPIs. Regularly review and analyze partner performance, identify gaps, and work collaboratively to address any issues.
• Strategic Outsourcing: Develop and execute strategic outsourcing plans to align with Brightway’s business objectives. Collaborate with leadership to ensure outsourcing strategies support business scalability, efficiency, and service excellence.
• Reporting & Analytics: Create, manage, and present performance management reporting, using data-driven insights to track progress, identify trends, and recommend improvements. Share regular performance reports with both internal Engagement Center stakeholders, broader Brightway leaders and external partners.
• Relationship Management: Serve as the primary point of contact for third-party partners. Manage the end-to-end vendor relationship lifecycle, from selection and onboarding to contract renewal and performance evaluation. Foster strong, positive relationships through regular communication, meetings, and performance reviews, ensuring partners are aligned with Brightway's customer service standards and held accountable to performance metrics.
• Contract & Compliance Oversight: Ensure all third-party activities comply with legal and contractual requirements. Lead contract negotiations ensuring alignment with business objectives, risk management, and legal compliance. Participates in the budget process, such as annual budget planning, providing cash flow for other departments, quarterly reconciliation and ad hoc expense reports. Collaborate with legal and compliance teams to manage contract negotiations, renewals, and amendments.
• Continuous Improvement Initiatives: Identify and implement process improvements to optimize partner performance and enhance customer satisfaction. Lead projects aimed at increasing efficiency, reducing costs, and improving the customer experience. Constantly looking for areas to better support the Engagement Center advisors through our partner interactions.
• Stakeholder Collaboration: Work closely with cross-functional teams, including operations, finance, and our technology teams, to ensure third-party relationships align with broader organizational goals and deliver on business needs.
• Approach Engagement Center process Improvement Initiatives with a curious and outcome-oriented approach.

Education and Experience

• Bachelor’s degree in Business Administration, Operations, or related field (MBA is a plus)
• 5+ years of experience in managing third-party relationships, outsourcing, or vendor management within a customer service environment. International vendor management preferred.
• Proven track record of driving partner performance improvements and delivering measurable results.
• Experience with process management and engineering in a customer operations environment.
• Strong analytical skills and the ability to create detailed performance reports.
• Excellent communication, negotiation, and problem-solving abilities.
• Experience with contract management and compliance oversight.
• Experience working in the personal lines / commercial insurance industry a strong plus.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in Microsoft Office Suite and performance management tools.
• Extensive experience with customer contact platforms and insurance management platforms

Skills, Licenses, Certifications

• Possess a comprehensive understanding of customer service concepts, practices and procedures.
• Exceptional communication skills, with the ability to convey complex ideas clearly and concisely.
• Ability to learn the Brightway systems and procedures quickly.
• Superior judgment, decision-making, and creative problem-solving abilities.
• Superior ability to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions.
• Leader in the organization; effectively and consistently delivers messages to employees.

Benefits

• Competitive salary
• Comprehensive benefits package including Health, Dental, and Vision insurance, and Retirement plans.
• Paid time off and holidays
• Professional development and career advancement opportunities

Equal Employment Opportunity
Brightway is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status. We encourage applications from individuals of all backgrounds and experiences and look forward to building a diverse team that reflects the communities we serve.