Director of Partner Operations – Absence
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Job Description
Director of Partner Operations overseeing operational partner relationships in the Absence team. Driving operational excellence and delivering high-quality service in a collaborative environment.
Responsibilities:
- Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
- Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
- Establish and maintain accountability by tracking partner-identified action items and driving timely execution
- Ensure transparency into operational performance, risks, and improvement initiatives. Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
- Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
- Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
- Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
- Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
- Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
- Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
- Work collaboratively with internal and external stakeholders to resolve any operational issues
- Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
- Lead, coach and develop teams to ensure consistent, high-performing daily operations
- Optimize workforce management to effectively balance peak demand and service levels
- Drive scalable solutions that support growth without compromising the partner or customer experience
- Other duties and projects assigned
- Travel as necessary
Requirements:
- Bachelor’s degree required, preferably in Business, Operations, or a related field; MBA or advanced degree preferred
- 7+ years of experience in operations, partner management, or service delivery roles within high-volume, regulated or customer-facing environments
- 5+ years of proven experience leading teams
- Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
- Proven ability to lead through ambiguity, manage escalations, and deliver results under pressure
- Exceptional executive communication, governance, and stakeholder-management skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Self-starter with the ability to multi-task, prioritize, and work autonomously
- Strong analytical, problem-solving, and strategic thinking capabilities
Benefits:
- Full benefits package, including Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
- and much more
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