Manager, Support Services & Vendor Operations

Berkshire Hathaway GUARD Insurance Companies•Wilkes-Barre, PA

7d•$70,000 - $120,000•Hybrid

About The Position

The Manager of Support Services & Vendor Operations will be a critical leader within our Service & Delivery organization, accountable for the performance, cost management, and continuous improvement of four interconnected operational teams: Mailroom, Imaging Services, Claims Services, and Accounting Services. This role combines hands-on operational oversight with strategic vendor management, ensuring that high-volume, high-impact workflows are executed accurately, efficiently, and at a suitable cost. The ideal candidate will bring a strong background in P&C insurance operations, vendor oversite, and process improvement, with a sharp focus on budget management, quality, and cross-functional partnership.

Requirements

Bachelor's degree in Business, Operations Management, Finance, Industrial Engineering, or a related field
5+ years of progressive operations leadership experience, with at least 3+ years in the property and casualty(P&C) insurance industry preferred.
Demonstrated experience managing third-party vendors and BPO relationships, including SLA design, performance, and contract management (print/mail, document processing, or claims-related vendors strongly preferred).
Strong financial and analytical acumen, with proven understanding of cost models, conduct insource vs. outsource analyses, and manage material expense lines.
Working knowledge of P&C insurance operations, including FNOL/FROI intake, claims payment workflows, TPA processing, and policy/billing/claims administration systems preferred
Familiarity with document imaging, intelligent document processing, intake automation, and workflow routing platforms.
Proven track record of process improvement and continuous improvement
Experience leading change management efforts across operational teams, including transitions from in-house to outsourced models.
Strong people leadership skills, with experience managing supervisors and front-line operations staff.
Excellent written and verbal communication skills, with the ability to engage credibly with executive leadership, vendors, and front-line teams.
Detail-oriented mindset with a bias for accuracy, accountability, and clear documentation.
Applicants must be authorized to work in the U.S. without current or future sponsorship

Responsibilities

Vendor Management: Own the day-to-day and strategic relationships with key vendors. Establish SLAs, KPIs, governance cadences, and escalation paths to ensure vendor performance, accountability, and value.
Print & Mail Operations: Lead the Mailroom team in the end-to-end management of print and mail fulfillment across the organization. Develop and maintain a detailed unit-cost model for every key print artifact to ensure full transparency into print and postage spend. Continuously identify, evaluate, and execute opportunities to reduce overall expense. Manage the print/mail vendor, ensuring SLA adherence, invoice accuracy, and alignment of vendor capabilities to evolving business needs.
Returned Mail Oversight: Establish operational controls over the returned mail process to ensure undelivered mail is tracked, dispositioned, and resolved in a timely manner. Perform a root-cause analysis to quantify the drivers of returned mail volume and partner with various functions in the organization to address upstream issues. Drive measurable, sustained reductions in returned mail volume while mitigating downstream impacts to policyholder communications, compliance, and expense.
Imaging Services & Intake Automation: Lead the Imaging Services team in the handling, scanning, and routing of all inbound correspondence received via mail, email, and fax across the organization. Develop and maintain deep institutional knowledge of the automated, semi-automated, and manual routing capabilities in use today (including proprietary and vendor-supported automation capabilities) ensuring routing logic, business rules, and exception handling are fully documented and actively governed. Continuously identify opportunities to expand automation, improve routing accuracy, and reduce manual triage volume, while partnering with Technology, Data & Analytics, and business stakeholders to enhance intake capabilities.
Claims Intake (FNOL/FROI) Quality & Partnership: Lead the Claims Services team in the accurate and timely intake of FNOL/FROI submissions received via mail, email, fax, and digital channels where automation has not yet been configured. Establish strong quality standards, controls, and feedback loops to ensure information captured at intake supports clean, efficient handoffs to downstream Claims processes. Partner with the Claims department by creating shared visibility into intake performance, resolving data quality issues at the source, and aligning on standards, expectations, and escalation paths. Continuously identify opportunities to streamline intake workflows, expand automation, and reduce manual effort while improving the quality and consistency of claims data entering the organization.
TPA Processing & Payment Workflows: Oversee the timely and accurate processing of TPA-submitted claims activity to ensure the Claims system consistently reflects reserves, payments, and claim status as managed by our TPA partners. Lead the Claims Services team in the execution of Claims Payment Request workflows, Stop/Void Payment processing, and other manual payment-related tasks routed from Claims and Accounting.
Accounting Services Operations: Lead the Accounting Services team in the accurate and timely execution of core financial transaction workflows, including check scanning & deposits, authorization/direct deposit setup, and medical provider setup.
Process Optimization& Continuous Improvement: Apply process improvement methodologies to standardize procedures, eliminate waste, and document workflows as a single source of truth. Prioritize automation opportunities in partnership with Data & Analytics and Technology.
Cross-Functional Collaboration: Represent Support Services in enterprise initiatives and serve as the operational liaison to Claims, Underwriting, Accounting, IT, and Data & Analytics leadership.
People Leadership: Lead, develop, and retain a high-impact team. Build a culture of accountability, attention to detail, and continuous improvement, and develop succession depth across all four functional areas.
Documentation & Knowledge Management: Establish and maintain authoritative documentation for all workflows, vendor contracts, automation rules, and routing logic to eliminate single points of knowledge failure.