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Senior Manager, Customer Experience Strategy


GoHealth Intro: As a leading health insurance marketplace, GoHealth’s mission is to improve access to healthcare in America. For customers, enrolling in a health insurance plan is confusing and difficult, and seemingly small differences between plans can lead to significant out-of-pocket costs or lack of access to critical medicines and even providers. We use our technology, agents, and expertise to cut through the confusion and get customers enrolled in a plan with the right coverage and benefits.

Why Apply: GoHealth has established a culture where our employees feel empowered, engaged and inspired. We are looking for builders who will contribute to the long-term health of the company. We also understand that you may not check every box in our requirements list, most applicants don’t! In fact, 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 today!

About the role:  The Senior Manager, CX Strategy leads a team to guide day-to-day and long-term success and growth across the company’s sales centers.  This role utilizes analytics and business insights to identify high-impact opportunities that span operational units and functions, then designs and implements solutions to ensure goal attainment.

What you’ll do:

  • Grow and lead a team responsible for improving upon all processes and operations related to setting, communicating, and executing on sales targets and delivering on companywide EBITDA goals
  • Manage and develop team members, creating an effective, multi-layered organization with future leaders
  • Serve as a go-to partner for Executive and cross-functional leadership to identify and lead strategic initiatives across Product, Marketing, HR, Finance, and more in order to facilitate growth 
  • Leverage your team to design, deliver and iterate on strategic initiatives, from assessment through proposal creation, internal approval, negotiation, and execution
  • Provide innovative ideas that keep GoHealth at the forefront of our industry through analytics and data-based decision-making, within and beyond the scope of our current business
  • Identify, design and implement new processes that support our business by decreasing costs, increasing efficiency, and reducing time to onboard new agents and programs
  • Own multiple, long-term workstreams from ideation through implementation to create sustainable and impactful business practices, and identify opportunities to build on and expand those workstreams
  • Use analytics and data modeling to identify opportunities for GoHealth to optimize its financial and operational performance
  • Develop, lead and iterate on short- and long-term operations improvement proposals for leadership
  • Present on progress across initiatives to Executive and cross-functional leadership
  • Quantify growth and cost savings opportunities through a variety of models and analyses

What we’re looking for:

  • Bachelor’s degree in business administration or relevant field
  • 5+ years of work experience
  • 3+ years experience leading and building driven, successful teams
  • Entrepreneurial spirit combined with sound thought leadership skills
  • Solid understanding of foundational business concepts and their associated levers (e.g. EBITDA, market segmentation, KPI’s, etc)
  • Proven change management and leadership skills
  • Interest and passion for continuous improvement and leveraging the expertise of other team members
  • Strong analytical capabilities with a passion for providing innovative and impactful insights through modeling and data analysis
  • Ability to quickly build trust with cross-functional stakeholders at all levels to drive forward impactful changes
  • Proven success working in a fast-paced environment and meeting changing deadlines/priorities on multiple simultaneous projects
  • Superior interpersonal and communication skills, both oral and written, with the ability to simplify complex concepts

Location: Onsite/Hybrid/Remote

Benefits and 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