Director of Partner Operations - Absence

ComPsych Corporation

10d•$110,000 - $130,000

About The Position

We are seeking a Director of Partner Operations to oversee all aspects of operational partner relationships within the Absence team, driving operational excellence and consistent, high-quality service delivery. The ideal candidate is a collaborative, dynamic, and highly energized leader who brings strong strategic thinking, creativity, and intellectual curiosity to explore new approaches for achieving company goals. This role will serve as a key driver of success for our most critical partner relationships, balancing strategic vision with hand-on operational leadership. The role will lead high-performing teams responsible for claims processing and call center operations. Success will be measured by improved operational performance, increased consistency, and a workforce that is confident, capable, and empowered to perform at a high level.

Requirements

Bachelor’s degree required, preferably in Business, Operations, or a related field; MBA or advanced degree preferred
7+ years of experience in operations, partner management, or service delivery roles within high-volume, regulated or customer-facing environments
5+ years of proven experience leading teams
Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
Proven ability to lead through ambiguity, manage escalations, and deliver results under pressure
Exceptional executive communication, governance, and stakeholder-management skills
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Self-starter with the ability to multi-task, prioritize, and work autonomously
Strong analytical, problem-solving, and strategic thinking capabilities
Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
Ability to be present on camera during work-related trainings, meetings, and/or events
Must be able to sit or stand at a desk for prolonged periods while working on a computer

Responsibilities

Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
Establish and maintain accountability by tracking partner-identified action items and driving timely execution
Ensure transparency into operational performance, risks, and improvement initiatives.
Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
Work collaboratively with internal and external stakeholders to resolve any operational issues
Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
Lead, coach and develop teams to ensure consistent, high-performing daily operations
Optimize workforce management to effectively balance peak demand and service levels
Drive scalable solutions that support growth without compromising the partner or customer experience
Other duties and projects assigned
Travel as necessary