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Director of Operations

North Carolina

GoHealth is looking for an experienced Director of Operations to oversee the Quality Assurance teams located in multiple sales center locations. This is a great time to join a growing company as we continue to expand within the health tech market and significantly increase the size of the QA team in 2021. You will report to the Vice President of Operations and will partner with Senior Management across multiple business units to ensure consumers are receiving exceptional customer service from our sales insurance agents and ensure that compliance processes are followed. You will be balancing tactical day-to-day management of a team with identifying, articulating, designing and implementing initiatives that integrate processes, people and technology that set the QA team up as a strategic asset and partner to multiple stakeholder groups within the organization

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:

  • Combination of direct management of in house Quality Assurance team, and hands on delivery; to meet evolving customer needs utilizing speech analytics technology to understand customer challenges and the factors that drive quality and compliance at scale
  • Focus on increasing effectuation and retention of customers, decreasing compliance risks and optimizing operational excellence
  • Establish a documented set of procedures that produce high-quality customer satisfaction, experience, and loyalty that exceeds customer and industry standards
  • Conduct deep dives into inconsistencies in quality, customer experience and issue escalations, and conduct root cause analysis with corrective and preventative action plans
  • Partner cross functionally with Senior Management teams to build trust and calibrate on agent performance against key metrics and improvement opportunities Participate in and lead strategic projects that drive successful delivery of company goals
  • Develop team of action oriented, high performing individuals focused on continuous improvement supported by robust training and performance management processes 

Skills and Experience:

  • Bachelor’s degree in applicable field
  • 5+ years of experience in an operational leadership role
  • Experience working with call center quality assurance and/or business process and transformation
  • Experience leading tough assignments, relishing the opportunity to guide them without instruction and being counted on to achieve
  • Experience managing and empowering a growing team
  • Demonstrate logical and decision thought while having the ability question norms
  • Project management skills with the ability to produce results
  • Ability to move at pace and thrive in ambiguity 

Benefits and 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 
  • Birthday Celebration recognition
  • GoHealth is an Equal Opportunity Employer

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.