Senior Manager, Absence Partner Operations

About ComPsych

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

Job Summary

The Senior Manager, Partner Operations is a strategic leadership role accountable for delivering operational excellence, partner satisfaction, and business outcomes across ComPsych's two largest partner relationships. This leader oversees a team of six Team Leaders and drives performance across call center and claims operations, ensuring exceptional service delivery, regulatory compliance, operational efficiency, and continuous improvement.

 

As the primary operational leader and point of contact for assigned partners, the Senior Manager serves as a trusted advisor to client stakeholders, aligning operational execution with business objectives while fostering strong, long-term partnerships.

 

This role requires a highly collaborative, results-oriented leader with expertise in large-scale operations, customer relationship management, workforce leadership, and process optimization. The successful candidate will leverage data, technology, and emerging AI capabilities to enhance operational performance, improve customer and partner experiences, and create scalable solutions that support future growth.

Primary Responsibilities

Strategic Partner Leadership

• Serve as the senior operational leader for ComPsych's largest partner relationships, ensuring alignment between client expectations and operational execution.
• Build and maintain trusted relationships with partner stakeholders, acting as the primary point of escalation and strategic consultation.
• Lead business reviews, performance discussions, and operational planning sessions with partners.
• Identify opportunities to strengthen partnerships, improve service delivery, and drive mutual business value.

Operational Excellence

• Provide strategic leadership and oversight for call center and claims operations, ensuring consistent achievement of service, quality, productivity, and compliance objectives.
• Establish clear performance expectations, accountability standards, and operational goals across all teams.
• Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to drive informed decision-making.
• Lead operational results across call center and claims functions, holding Team Leaders accountable for key metrics including call quality, average handle time, first-contact resolution, claim accuracy, and claim cycle time.
• Analyze performance data, customer trends, and operational insights to identify improvement opportunities, recommend enhancements, and implement solutions that increase efficiency, effectiveness, and service quality.
• Drive a culture of continuous improvement by identifying process optimization opportunities, reducing operational inefficiencies, and enhancing the customer experience.
• Partner with cross-functional stakeholders to implement operational initiatives, improve business outcomes, and support organizational objectives.
• Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery.

People Leadership

• Lead, coach, and develop a team of Team Leaders responsible for frontline operational teams.
• Foster a high-performance culture focused on accountability, engagement, continuous learning, and customer-centricity.
• Support leadership development, succession planning, and talent management initiatives.
• Promote collaboration across functional teams to achieve organizational objectives.

Continuous Improvement & Transformation

• Identify, prioritize, and implement process improvements that enhance efficiency, quality, and partner satisfaction.
• Lead operational transformation initiatives designed to simplify workflows, reduce manual effort, and improve service outcomes.
• Champion a culture of innovation and continuous improvement throughout the organization.

AI & Intelligent Operations Leadership

• Own an AI-informed operational roadmap for partner op