[Hiring] Manager, AD&S Ops Support @Liberty Mutual

Role Description

The Manager, AD&S Ops Support will lead a team of business analysts responsible for providing operational support and user-facing issue triage for Small Commercial underwriting systems. These roles will oversee either the UW Help Desk team or the System Escalation team, with accountability for achieving and maintaining service levels, quality, team development, and stakeholder partnership. The manager ensures timely, accurate support for internal and external customers, drives operational effectiveness, and partners across underwriting, operations, product, and technology to resolve issues, improve processes, and strengthen the overall support model.

• Lead, coach, and develop a team responsible for operational support, issue research, troubleshooting, and resolution for Small Commercial underwriting systems and processes.
• Oversee daily work management, service levels, quality expectations, and prioritization to ensure strong support for internal & external customers and effective handling of urgent, complex, or escalated issues.
• Partner with underwriting, operations, product, and technology stakeholders to address business-impacting system issues, support escalations, and improve outcomes for users.
• Identify trends, recurring issues, and process gaps; use findings to improve workflows, reduce friction, and enhance the customer and employee experience.
• Ensure clear, accurate documentation and communication standards across team outputs, case handling, and stakeholder interactions.
• Use operational data, service request trends, and team insights to inform priorities, manage performance, and support decision-making.
• Foster a collaborative, accountable, and customer-focused team environment while supporting change management, employee development, and continuous improvement initiatives.

Qualifications

• Capabilities typically acquired through a bachelor’s degree or equivalent experience.
• 5–8 years of experience in insurance operations, systems support, service, or a related business support environment.
• Prior leadership experience preferred.
• Strong communication, interpersonal, and relationship-building skills required.
• Demonstrated analytical, problem-solving, and decision-making ability.
• Ability to lead in a fast-paced environment and balance competing priorities.
• Ability to develop effective partnerships across teams.
• Drive high-quality customer support and operational outcomes.
• Self-motivation, sound judgment, and the ability to coach and develop others are essential.