Director Of Operations

About The Director of Operations Role: 

We’re looking for a strong analytically minded and process-oriented operations leader, with a mix of strategic thinking and willingness to roll up your sleeves and get your hands dirty.  We want the ultimate people person, who is eager and willing to help leaders and teams across the ACE (Agency & Client Experience) organization.  Be ready to obsess about our customers’ satisfaction as you help continue to improve our customer service processes and tools.  

• Operate as program manager (quarterback) for key larger-scale initiatives across ACE (Agency & Client Experience) function, reporting directly into the SVP of ACE.  
• Work collaboratively with other cross-functional leaders across ACE organization on their key initiatives, helping build/launch processes and tools to support their customer facing teams and helping drive key programs e.g. Open Enrollment. 
• Drive continuous process improvement across the client service function by gathering and incorporating feedback from team members and analyzing performance data.  Evolve systems and processes across ACE to drive greater improvements, to help scale ACE operations efficiently as Take Command continues to grow.  E.g. carrier API integration opportunities to improve application submission and verification.  (Wearing a Lean/Six Sigma hat) 
• Map out and optimize end-to-end customer lifecycle program from brokers to sales to onboarding to client success.  Explore and drive improvement opportunities to ensure clear hand off and optimal client experience. 
• Develop and implement collaboration process between ACE and Product teams, to ensure smooth flow of feedback and input, including voice of the customer (VOC) that can be incorporated into product roadmap. 
• Lead development of strategic programs around client success and experience initiatives to help measure and track overall customer health.  E.g. NPS, CSAT, etc 
• Help operationalize large-scale product launches across ACE, to ensure appropriate resourcing strategy and training/readiness deployment.  E.g. product launch, etc. 
• Plan and help design contingent work force strategy for ACE and client service operations, including strong collaboration with company’s Specialized Operations Support (SOS) vision. 
• Manage key contingent workforce partner relationships, including outsourcing firms and internal SOS teams. 
• Iterate and monitor workforce capacity modeling to recommend staffing needs for each support team, to scale efficiently with the business growth.  Track actuals vs. plan, to advise adjustments accordingly. 
• This role has potential to have direct reports, with additional growth to the team as business needs evolve. 

What We’re Looking For: 

• You have 5-7 years of Analytical and Operational experience, ideally in a fast-growing start-up. 
• You have a strong “get it done” mindset, with a strong affinity for execution and driving to outcomes.
• Experience in managing cross-functional projects and initiatives, to help broader teams meet and exceed their goals. This role will require significant cross-functional alignment, which places a premium on the ability to listen, interpret and persuade.
• You are analytically driven, with the ability to problem solve using data, and develop solutions with a clear-eyed and impartial focus on efficiency.
• You’ve solved problems for 3-5 years relying heavily on tools such as Excel and PowerPoint, with a strong ability to analyze data and build models to deliver key insights.
• You have working familiarity with CRM tools such as Hubspot, including building workflows, developing dashboards and understanding data tables.   
• You are able to effectively synthesize and present your insights to influence decisions. You are passionate about delivering focused and measurable improvements.
• Experience dealing with competing priorities in a fast-paced environment.
• A strong mix of technical and people skills. You’re just as comfortable leading meetings as you are reporting on data and analysis.