Partner Support Operations Leader — Service Excellence

Inspira Financial Trust, LLC

Oak Brook (IL)

Remote

USD 140,000 - 190,000

Full time

7 days ago

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Job summary

Inspira Financial Trust, LLC seeks a Sr. Manager, Partner Support Services to lead the Level 1 support team and own the day-to-day operations.

You will drive performance, optimize processes, and partner with cross-functional teams to ensure timely issue resolution and a positive partner experience. You will manage staffing, budgeting, and governance, while guiding triage, escalation, and incident management to uphold service delivery excellence and continuous improvement initiatives across the

Qualifications

Experience leading Level 1 support teams and coordinating cross-functional partners.
Proven ability to manage budgets, staffing, and service delivery metrics.
Strong project management and continuous improvement mindset.

Responsibilities

Lead the Level 1 function, including staffing, shift design, and tooling roadmap.
Build and manage L1 budget, headcount planning, and vendor costs.
Monitor SLA metrics and report performance to Operations leadership.
Define triage and escalation criteria with Level 2 and Engineering leaders.
Oversee incident management across Sev1–Sev4 with clear communication.
Act as escalation point for high-visibility client issues with Account/Relationship mgmt.
Drive automation, self-service, and knowledge base improvements to reduce volume.
Collaborate on cross-functional process design and governance.