What are the responsibilities and job description for the Manager, Strategy & Operations position at #TeamGoHealth?
GoHealth Intro: As a leading health insurance marketplace, Go Health’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: GoHealth is looking for a Manager, Strategy & Operations to join as a leader on our Encompass team. The Encompass team at GoHealth partners with leading health plans to ensure members are matched with the right health insurance coverage to meet their needs. In this role, you will deliver on a wide range of strategic activities, focusing on the optimization and development of GoHealth’s enrollment and post-enrollment customer experience.
This role will have direct reports and will be based out of the GoHealth’s corporate office.
What you’ll do:
- Develop and implement strategic initiatives to drive member retention and engagement, including the development a long-term roadmap for our post-enrollment experience
- Work cross-functionally with marketing, operations, and other internal stakeholders to define a best-in-class customer journey
- Project manage relevant technology implementations and/or pilot initiatives both internally and externally
- Partner with Insights & Analytics teams to develop and monitor appropriate KPIs, and report out relevant metrics to health plan partners & internal audiences
- Manage and coach a team of Customer Experience Specialists to optimize current retention programs and initiatives, and development team members
- Provide strategic insights to product team on technology projects that impact retention agents or the post-enrollment customer journey
- Collaborate with operations teams to optimize retention agents workflow and performance, and maximize agent efficiency
What we’re looking for:
- BA or BS degree with 2-4 years of work experience, preferably in management consulting, client relations, or business/sales operations
- Proven ability to coach and develop direct reports
- Ability to work with cross-functional stakeholders at all levels
- Proven ability to work in a fast-paced environment and meet changing deadlines and priorities
- Entrepreneurial spirit
- Strong analytical capabilities with a passion for providing innovative solutions driven through research and data analysis
- Excellent communication skills, both oral and written, and interpersonal skills
- Knowledge of or experience in the Healthcare industry is a bonus but not required
Location: Chicago, IL (3 days in office)
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
