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 78,000 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 of Absence Shared Services oversees key operational service areas, including file feeds and data exchanges, service delivery outputs across functions, and the structured intake and delivery of cross-functional operational tasks. They will be responsible for the reliability, measurement, and continuous improvement of absence shared services, with particular ownership of data accuracy, service delivery, and cross-functional operational workflows. Reporting to the Director of Partner Operations, this role collaborates with IT, Data, Product, transformation programs, and platform teams to ensure services are accurate, well-measured, and constantly improved. This role combines people management, process optimization and cross-functional collaboration to drive operational excellence and deliver exceptional customer experience.
Primary Responsibilities
Shared Services Leadership & Intake
Oversee the day-to-day operations for assigned teams, ensuring reliable, responsive, and high-quality support while maintaining established service levels and operational standards.
Partners with Absence leadership to align technology support, service delivery, automation, monitoring, and operational capabilities with business objectives, workforce needs, and organizational growth.
Lead, mentor, and develop a team, fostering a culture of accountability, collaboration, continuous improvement, and service excellence while building capabilities in modern support practices, automation, AI-enabled service delivery, and operational response.
Define and maintain a shared services catalog covering file feed operations, communications, and cross-functional operational support, with published service levels and named owners.
Operate a formal intake, triage, and prioritization process for operational requests that lack a clear owner, routing work into the catalog or to the correct owning team.
Balance capacity across service lines, making trade-offs visible and escalating when demand exceeds capacity.
Report portfolio health, volumes, and trends to operations leadership on a recurring cadence.
Build and foster strong, collaborative relationships across business units to drive alignment and project success.
File Feed & Data Exchange Operations (IT, Data & Product Partnership)
Own operational performance of inbound eligibility, demographic, and payroll file feeds across the assigned client portfolio, including intake schedules, load success rates, and data quality thresholds.
Own operational performance of outbound claim, leave, and status file feeds to insurance carrier partners, including transmission schedules, completeness, and accuracy against agreed specifications.
Partner with internal IT and Data teams to define and maintain inbound file specifications, mapping documentation, and validation rules, ensuring requirements reflect operational and compliance needs.
Partner with Product to translate carrier partner requirements, including LIMRA Data Exchange (LDEx) standards and status and reason code mappings, into clear, versioned feed specifications.
Represent operations in Product prioritization, ensuring feed defects, enhancement requests, and partner commitments are sequenced against build capacity and committed go-live dates.
Triage inbound file failures and error reports, assign a single named owner to each defect, and drive root cause remediation with IT and Data rather than recurring manual correction.
Manage the eligibility data quality backlog, prioritizing remediation based on downstream claim, compliance, and partner impact.
Coordinate onboarding and testing of new feeds with clients, payroll vendors, and internal technical teams from specification through production, and coordinate outbound feed changes through structured release and change management.
Support partner transitions, conversions, and book-of-business migrations, ensuring feed continuity through cutover, and serve as the operational owner for feed-related commitments made within partner integration programs.
Partner with IT and Product on the API adoption roadmap, migrating partners from file-based exchange to API integration and decommissioning legacy feeds as adoption matures.
Develop documentation, training, and playbooks that enable operations teams to self-serve on routine feed questions.
Cross-Functional Project Delivery
Represent operations in transformation program initiatives and contact center platform work, owning operational readiness, requirements, testing, and rollout for changes that touch shared services functions.
Facilitate problem-solving sessions with cross-functional teams to proactively identify challenges, explore solutions, and achieve consensus on action plans that support business priorities.
Lead and support strategic operational projects from initiation through delivery, defining scope, milestones, owners, and success measures, and reporting progress to operations leadership.
Partner & Vendor Coordination
Serve as the primary operational point of contact for carrier partners, clients, and vendors on file feed matters, leading recurring connectivity and data quality reviews.
Act as the first point of escalation for feed failures affecting partners, driving timely resolution and clear communication of impact, root cause, and corrective action.
Maintain a current inventory of all inbound and outbound feeds, including specifications, transmission methods, schedules, contacts, and dependencies.
Monitoring, Error Management & Reconciliation
Establish and maintain monitoring, alerting, and reconciliation controls so that no feed or service line can fail silently; every exception is visible, assigned, and tracked to closure.
Monitor feed performance through data analysis, reporting, and key performance indicators (KPIs), and hold performance to established service-level agreements (SLAs).
Review reconciliation output to identify discrepancies between source data, the system of record, and partner-received data before partners identify them.
Produce recurring reporting on feed and service-line health, error trends, and remediation progress for operations leadership and partner governance forums.
AI & Intelligent Operations
Apply data, predictive insights, and emerging AI capabilities to detect anomalies earlier, reduce manual file review, and resolve issues before they become escalations.
Identify opportunities where AI and automation can improve intake validation, error triage, and reconciliation workflows, and contribute to operational redesign efforts.
Identify where AI-assisted generation and review can improve letter accuracy, consistency, and cycle time, coordinating with broader document automation initiatives.
Partner with customer support leadership to reduce feed-driven inquiry volume, feeding root-cause insights into automation, deflection content, and virtual assistant knowledge.
Share lessons learned to help scale effective AI-enabled practices across partner operations, with manual-touch reduction as an explicit success measure.
Governance & Compliance
Ensure feed, correspondence, and shared services operations adhere to all regulatory, contractual, and organizational requirements, including privacy and data handling obligations.
Eliminate optional or ambiguous configuration surfaces in feed and correspondence setup that create compliance risk, replacing them with enforced standards.
Maintain accurate documentation and follow controls, policies, and procedures that support quality, compliance, and risk management.
Support audit readiness efforts and address compliance-related concerns proactively.
Demonstrate respect, sensitivity, confidentiality, and professionalism in all partner and colleague interactions.
Job Qualifications
High school diploma required. Post-secondary degree or diploma in Business Administration, Information Systems, Healthcare Administration, or a related field is preferred; an equivalent combination of education and relevant experience will also be considered.
5+ years of management experience required; 5+ years of service delivery roles within high-volume call center roles preferred.
Minimum of five (5) years of experience in shared services, business operations, Electronic Data Interchange (EDI), file integration, or data exchange operations within benefits, insurance, healthcare, manufacturing, or consumer goods environments, including direct responsibility for inbound and outbound data feeds or comparable operational service lines.
Demonstrated experience supervising staff or leading small teams, including setting priorities, coaching, and managing quality.
Demonstrated experience partnering with internal IT, Data, or engineering teams on file specifications, data quality remediation, and integration builds.
Demonstrated experience partnering with Product, platform, or software vendor teams on requirements definition, prioritization, and release management for partner-facing data deliverables.
Experience with absence, disability, benefits, or claims administration platforms; familiarity with reporting or query tools such as Structured Query Language (SQL) preferred.
Excellent written, verbal, presentation, and stakeholder-management skills, with the ability to communicate effectively with technical teams, carrier partners, and internal leaders.
Demonstrated curiosity and comfort with artificial intelligence (AI) and emerging technologies; experience leveraging AI to improve operational workflows, decision-making, or productivity is preferred.
Strong analytical, problem-solving, organizational, and multi-tasking skills, with exceptional attention to detail and a commitment to quality.
Proficient in the Microsoft Office Suite.
Other Requirements
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
Compensation and Benefits
Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
The salary range for this position is $92,000 - $102,000 USD. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
EEO
ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.
ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.