Partner Experience Lead - Insurance Operations

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

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.