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Operations Strategy Manager

Illinois

The Customer Engagement team is looking for a Operations Strategy Manager to be the driver of the operations and strategy across GoHealth’s Customer Eligibility teams. The Customer Engagement team collaborates with our Marketing and Sales Departments to support with the life cycle of our leads. This team focuses on the internal strategy and process of our "tier one" unlicensed agents that is focused on customer service and non-sales calls. We're hiring a  Operations Strategy Manager that will focus on process improvement and strategy for this team by using informed data. You will be tasked with diving into KPIs to identify deficiencies and areas for improvement in the operations funnel. You will lead high-priority improvement projects from ideation through execution. We are looking for someone who is a team-player, driven and highly analytical.

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:

  • Deeply understand our processes and technology stack to ensure smooth transition of customers through our internal lead-to-policy sale funnel
  • Forecast and model out quarterly plans for call center representatives
  • Gather and analyze data, formulate and test hypotheses, synthesize findings, develop go-forward plans and help drive and translate recommendations into results
  • Introduce and manage change within the team, especially as it relates to process improvement and organizational structure
  • Own the Customer Eligibility operations funnel and optimize every customer touch point within our funnel to ensure maximum ROI
  • Willingness to dig into data, take risks, experiment and be prepared to learn from it
  • Be the expert on Operations across various product verticals

Skills and Experience:

  • Bachelor's degree with at least 3-5 years of experience, including leading teams of 1-3 junior staff; MBA, MS, or other advanced degree a plus
  • Strong analytical, problem solving and multi-tasking skills
  • Prior consulting experience and/or a track record of facilitating strategic decisions and discussions with executive staff
  • Proficiency in Excel, SQL is a nice to have
  • Strong communication skills and experience with working cross-functionally across various teams
  • Expert at project management, able to independently manage multiple projects at various stages at one time
  • Proficiency in Excel, GSuite, SQL

Benefits & Perks: 

  • Open vacation policy because work life balance is important
  • 401k program with company match
  • Employee Stock Purchase Program
  • Medical, dental, vision, and life insurance benefits
  • Paid maternity and paternity leave
  • Professional growth opportunities
  • Generous employee referral bonuses
  • Employee Resource Groups
  • Work from Home Stipend
  • 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.