Senior Manager, Partner Support Operations

Inspira Financial; Oak Brook (IL); Remote; USD 120,000 - 180,000; Full time

Job summary

The Blue Venture Fund in Oak Brook, IL seeks a Sr. Manager, Partner Support Services to lead the Level 1 support organization, driving service delivery excellence and rapid issue resolution.

You will manage a team of supervisors and frontline staff, coordinate with Technical Operations, Engineering, Account Management, and Relationship Management, and own triage, escalation, and incident-management processes while driving continuous improvement and governance.

Qualifications

• Must lead a large support team and manage performance across levels.
• Experience with budgeting, staffing forecasts, and workforce planning.

Responsibilities

• Lead Level 1 function, staffing, coverage design, roadmap for tooling.
• Manage L1 budget including headcount and vendor costs.
• Monitor performance against SLA metrics and report to leadership.
• Refine triage/escalation criteria with Level 2 and Engineering leadership.
• Oversee incident management and ensure timely closure and communication.
• Escalate high-visibility issues with Account Management and Relationship Management.
• Drive continuous improvement via automation, self-service, and knowledge base strategy.
• Collaborate on cross-functional process design and governance.
• Maintain SOPs, escalation guides, and quality standards.
• Participate in workforce planning and resource forecasting.

Skills

People leadership

Budget management

SLA management

Process improvement

Cross-functional collaboration

Job description

The Blue Venture Fund in Oak Brook, IL seeks a Sr. Manager, Partner Support Services to lead the Level 1 support organization, driving service delivery excellence and rapid issue resolution.

You will manage a team of supervisors and frontline staff, coordinate with Technical Operations, Engineering, Account Management, and Relationship Management, and own triage, escalation, and incident-management processes while driving continuous improvement and governance.