Position Overview
The Supervisor, Partner Experience is responsible for leading a team of Relationship Managers and Partner Onboarding Specialists who support insurance partners throughout their lifecycle, from initial onboarding through ongoing operational engagement.
This role ensures team members deliver an exceptional partner experience by providing responsive service, effective communication, and operational coordination. The Supervisor focuses on coaching employees, monitoring performance, resolving operational issues, and supporting the successful delivery of services to insurance partners.
The ideal candidate brings leadership experience, strong client service skills, operational awareness, and the ability to coach high-performing individual contributors in a fast-paced service environment.
Key Responsibilities
Team Leadership & Development
· Lead, coach, and develop a team of Relationship Managers and Partner Onboarding Specialists.
· Conduct regular one-on-one meetings, performance coaching, and development discussions.
· Support employee development through training, mentoring, and performance feedback.
· Foster a collaborative team environment focused on accountability, responsiveness, and partner satisfaction.
Operational Performance Management
· Monitor team performance against key metrics including response times, service levels, onboarding timelines, and partner satisfaction.
· Ensure team members follow established operational workflows and communication standards.
· Identify performance gaps and implement corrective actions to maintain high service standards.
Partner Experience Support
· Provide guidance to team members managing day-to-day partner interactions and onboarding activities.
· Ensure consistent communication and service delivery across partner-facing teams.
· Support the team in managing complex partner inquiries or requests.
Escalation Management
· Serve as the first leadership escalation point for partner concerns or service delivery issues.
· Work with internal operations teams to resolve issues impacting partner experience.
· Ensure escalations are resolved quickly while maintaining strong partner relationships.
Cross-Functional Coordination
· Partner with operations teams, training, quality, and Workflow & Enablement specialists to ensure smooth service delivery.
· Support coordination between partner-facing teams and operational teams.
· Assist with implementing new processes, service offerings, or operational changes.
Process Improvement
· Identify opportunities to improve partner communication, onboarding processes, and operational coordination.
· Provide feedback to the Manager, Partner Experience on potential improvements to partner-facing workflows.
· Encourage continuous improvement within the team.
Reporting & Communication
· Monitor operational metrics and provide performance updates to the Manager, Partner Experience.
· Track partner issues and escalation trends.
· Support preparation of operational updates and performance summaries.
Qualifications
Required
· 3+ years of experience in insurance operations, insurance services, or client support roles
· 1–3 years of leadership, team lead, or supervisory experience
· Experience supporting client-facing or partner-facing service teams
· Strong communication and coaching skills
· Ability to manage multiple priorities in a fast-paced operational environment
Preferred
· Experience working in an insurance outsourcing (BPO) or service delivery organization
· Experience supporting client onboarding or partner relationship teams
· Familiarity with insurance operations such as:
o policy servicing
o underwriting support
o claims support
o agency operations
Key Competencies
· Team Leadership & Coaching
· Client Service Orientation
· Communication & Relationship Support
· Escalation Management
· Operational Coordination
· Problem Solving
· Collaboration