Director of Absence Partner Operations

Role Overview

• 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.

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