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Director, Customer Operations

Illinois

GoHealth is a leading health insurance marketplace focusing on Medicare, and we’re looking for a Director of Customer Operations to provide strategic direction for our growing TeleCare teams. In this role, you will operationalize key improvement, drive metric adherence, and champion the agent and member experience to ensure we’re maximizing our member retention. Additionally, you will be responsible for identifying gaps and opportunities and working closely with counterparts in Product, Engineering, Marketing, Operations and Legal to solve challenging problems.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

 Responsibilities:

  • Oversee continued growth and optimization of TeleCare teams, both internal and consumer-facing
  • Create new processes that support increased productivity and efficiency, and drive adherence to metrics including ROC, Handle Time, and Successful Calls per Agent
  • Set monthly and weekly goals for teams and agents, and work with our Business Intelligence and Revenue Operations teams to create reporting that empowers Team Managers to effectively coach and grow agents
  • Develop a “TeleCare enablement” practice that aims to continuously give our Telecare agents more effective tools to engage w/ our customers
  • Partner with our Revenue Operations teams to tie TeleCare activities to LTV outcomes, and drive increased ROI
  • Partner with Marketing Automation and other Customer Engagement teams to implement and maintain a robust costumer journey that focuses on member engagement and retention
  • Partner with process owners, technology and data experts, and our Project Management team to deliver upon identified initiatives

 Skills & Requirements:

  • BA OR BS degree with 5+ years of work experience, preferably with previous operations or call center experience. MBA preferred but not required
  • Ability to work with cross-functional stakeholders at all levels to drive forward impactful changes
  • Entrepreneurial spirit and excellent thought leadership skills
  • Understanding of foundational operational best practices within a services industry
  • Strong analytical capabilities with a passion for providing innovative and impactful insights through modeling and data analysis
  • Proven ability to work in a fast-paced environment and meet changing deadlines and priorities on multiple simultaneous projects
  • Excellent communication skills, both oral and written, and interpersonal skills

Benefits & Perks:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Employee interest clubs
  • Charitable events
  • Monthly event calendars, newsletters and wellness activities

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC.

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