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Strategy Associate, Customer Operations

Chicago, IL

The GoHealth Customer Engagement team interacts with hundreds of thousands of GoHealth members with the goal of improving member experience and satisfaction with products purchased from GoHealth. We are looking for a Customer Operations Strategy Associate, who is a team player, driven, and highly analytical. Reporting to the Director of Customer Operations & Analytics, you will be the driver for operations, analytics, and strategy across GoHealth’s customer operations team. You will collaborate with key stakeholders from internal business units and external partners to help create a best-in-class post sale experience for our members.

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.

Responsibilities: 

  • Deep understanding of our processes and technology stack across the entire funnel to ensure a smooth transition of members to the customer operations team post sale
  • Gather and analyze data, formulate and test hypotheses, synthesize findings, and develop go-forward plans aimed at increasing member engagement, manage member churn, and increasing customer lifetime value
  • Work closely with carrier partners to develop a coordinated approach to member engagement and retention
  • Collaborate with members of the marketing, sales, technology, finance, and data science teams to define and achieve KPIs and identify areas for improvement
  • Introduce and manage change within the team, especially as it relates to process improvement
  • Willingness to dig into data, take risks, experiment, and be prepared to learn from it

Skills and Experience:

  • Bachelor’s degree required
  • 3+ years of work experience in business operations, consulting, marketing, statistics or analytics
  • Strong analytical, problem solving and multi-tasking skills
  • 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
  • A “love” for data – ability to manipulate data and use metrics to drive business results; Excel experience is a must 
  • Must be comfortable with pivoting quickly with changing requirements and priorities

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
  • Happy hours, ping-pong tournaments, and more company-sponsored events
  • Subsidized gym memberships
  • GoHealth is an Equal Opportunity Employer

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