Manager, Partner Experience

Staff Boom; Anaheim (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Staff Boom is seeking a Manager, Partner Experience to lead a cross-functional team focused on partner relationships, onboarding, workflow enablement, and operational support.

The role serves as a liaison between client stakeholders and internal teams to ensure partner satisfaction, operational excellence, and continuous improvement across service delivery. Leadership will oversee ~30 partner-facing staff and drive performance improvements.

Qualifications

• 5+ years of experience in the insurance industry (carrier, agency, or insurance services).
• 2+ years of leadership experience managing teams in operations, partner management, or client services.
• Demonstrated experience managing client relationships and escalations in a service delivery environment.
• Strong business acumen and operational problem-solving skills.
• Experience driving process improvement and operational efficiency initiatives.
• Excellent communication and stakeholder management skills.

Responsibilities

• Client & Partner Relationship Management and serve as escalation point for complex issues.
• Build and maintain relationships with insurance carrier, agency partners, and client stakeholders.
• Collaborate with internal teams to ensure service delivery aligns with SLAs and objectives.
• Monitor partner satisfaction and identify opportunities to improve the client experience.
• Lead, coach, and develop Supervisors and partner-facing teams (~30 staff).
• Drive operational performance metrics: turnaround time, quality and productivity.
• Oversee partner onboarding, enablement, and engagement initiatives.
• Manage escalations and conduct root cause analysis to prevent recurrence.
• Provide strategic insights on partner trends and risks to senior leadership.

Skills

Partner relationship management

Leadership

Client relationship management

Operational problem solving

Process improvement

Communication

Job description

The Manager, Partner Experience is responsible for delivering exceptional service and strategic partnership to insurance industry clients by leading a cross-functional team focused on partner relationship management, onboarding, workflow enablement, and operational support.

This role serves as a key liaison between client stakeholders and internal operational teams, ensuring partner satisfaction, operational excellence, and continuous improvement across service delivery. The Manager will oversee Supervisors and their teams responsible for managing client relationships, resolving escalations, optimizing workflows, and enabling successful partner onboarding and engagement.

The ideal candidate brings strong insurance industry expertise, business acumen, leadership capability, and client relationship management skills, along with a track record of improving processes and driving results in a fast-paced service environment.

Key Responsibilities

• Client & Partner Relationship Management
• Build and maintain strong relationships with insurance carrier partners, agency partners, and key client stakeholders.
• Serve as an escalation point for complex partner issues and ensure timely and effective resolution.
• Partner with internal stakeholders to ensure consistent delivery of services aligned with contractual commitments and service level agreements (SLAs).
• Monitor partner satisfaction and proactively identify opportunities to enhance the client experience.
• Lead, coach, and develop a team of Supervisors overseeing approximately 30 partner-facing employees, including Relationship Managers, Workflow & Enablement Leads, and Onboarding Specialists.
• Foster a high-performance culture focused on accountability, collaboration, and service excellence.
• Support workforce planning, performance management, and employee development initiatives.
• Operational Excellence
• Drive operational performance against key metrics including partner satisfaction, turnaround time, quality, and productivity.
• Identify operational bottlenecks and lead process improvement initiatives to enhance efficiency and service delivery.
• Collaborate with cross-functional teams such as Operations, Training, Quality, Workforce Management, and Technology to optimize workflows.
• Partner Onboarding & Enablement
• Oversee partner onboarding processes to ensure a seamless transition from implementation to operational support.
• Ensure onboarding programs effectively prepare partners to utilize services and tools successfully.
• Lead initiatives to improve partner adoption, engagement, and long-term success.
• Escalation Management & Problem Solving
• Manage high-impact partner escalations and complex operational challenges.
• Conduct root cause analysis and implement corrective actions to prevent recurrence.
• Communicate effectively with leadership and stakeholders during critical issues.
• Strategic Contribution
• Provide insights and recommendations to senior leadership on partner trends, operational risks, and growth opportunities.
• Contribute to strategic initiatives focused on improving partner experience and scaling operations.

Qualifications

Required

• 5+ years of experience in the insurance industry (carrier, agency, or insurance services environment).
• 2+ years of leadership experience managing teams in operations, partner management, or client services.
• Demonstrated experience managing client relationships and escalations in a service delivery environment.
• Strong business acumen and operational problem-solving skills.
• Experience driving process improvement and operational efficiency initiatives.
• Excellent communication and stakeholder management skills.

Preferred

• Experience in insurance outsourcing (BPO) or service delivery organizations.
• Knowledge of insurance operations such as policy servicing, underwriting support, claims support, or agency operations.
• Experience managing cross-functional teams and multi-tier organizational structures.
• Lean, Six Sigma, or continuous improvement training.