The Client Operations team is a thoughtful, collaborative, and detail oriented team whose mission is to provide a stellar onboarding experience onto the Collective Health platform and then support the client experience on an ongoing basis. We support the first interactions with a client post-sale, and the impact of these engagements play a significant role in building a strong foundational relationship with our clients and ensuring the future success of our members. As a team, we guide clients and partners through implementation with expertise, empathy, and creativity.

As an Operations Program Manager on the Client Operations team at Collective Health, you’ll be a key member of the Client Success team, joining an incredible group of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems. Working directly with our Client Support and Launch teams, you’ll lead projects to create an exceptional client experience and drive continued process improvement, with a focus on operational efficiency. Additionally, you will build on our governance framework to ensure the success of Implementations and annual enrollment activities with visibility, transparency, and proactivity.

What are the primary responsibilities of this role?

• Collaborate closely with the Client Support and Launch teams to ensure the seamless execution of implementations and annual enrollment cycles, ensuring proactive communication and coordination with internal stakeholders
• Build and refine implementations and annual enrollment project governance frameworks to increase transparency, visibility, and accountability
• Monitor implementation and annual enrollment project timelines, risks, and milestones to ensure on-time delivery and quality outcomes
• Identify and drive improvement initiatives to scale operations, enhance efficiency, and improve implementation and annual enrollment accuracy

Typical activities may include:

• Coordinating with the Client Support and Launch teams to align on the status of project timelines, present issues, and deliverable completion for implementations and annual enrollment
• Assembling reporting and data to capture the status of implementations and annual enrollment work which can be utilized for readouts, reporting, and presentation when needed
• Identifying bottlenecks or inefficiencies in operational processes and leading initiatives to address them
• Gathering feedback from stakeholders and clients post-implementation to identify improvement opportunities
• Demonstrating strong analytical skills by independently pulling data, generating reports, and using insights to guide decision-making and team improvements.

The ideal candidate for this role meets all or most of these qualifications:

• 5-7 years of experience implementing and managing complex and/or technical projects or operations management in the health insurance industry
• Proficient at using project management tools
• Experience leading initiatives from ideation, through implementation, and on to final execution
• Ability to make progress and recommendations with incomplete information
• Ability to lead teams through prioritization activities
• Strong conceptual and problem solving abilities that enable end-to-end process improvements
• Bachelor's degree or equivalent experience in a relevant field

To be successful in this role:

• You have excellent verbal, written and interpersonal communication skills
• You are process oriented and have experience building and improving processes
• You are self-motivated, intellectually curious, and take ownership for everything you do
• You pay extreme attention to detail
• You think critically and are willing to question the status quo in a constructive and thoughtful manner
• You are a committed team player
• You thrive on change and are enthusiastic about being along for the ride and learning from our experiences together
• You enjoy the excitement of a fast growing, but warm and friendly, team focused on a purposeful business
• You possess a passion for Collective Health’s mission to transform the health insurance experience for employers and their employees

Pay Transparency Statement

This is a hybrid position based out of one of our offices: Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.