Strategy Associate, Customer Operations

2 weeks ago

Chicago, Illinois, United States GoHealth Full time

GoHealth Intro: GoHealth is a leading health insurance marketplace and Medicare-focused digital health company. Through the efficient, multi-tiered guidance of our highly specialized licensed insurance agents, GoHealth meets Medicare consumers where they are in their enrollment journeys and empowers them to choose the plan and carrier best suited for their healthcare needs. Our extensive industry expertise, including the use of data science and machine learning with key investments in proprietary technology, helps consumers cut through the confusion and enroll confidently.

Why Apply: As an industry leader in the Medicare marketplace, we are compelled to not only embrace change but to actively be the change to adapt to our consumers complex needs. We believe in hiring risk-takers, innovators, and collaborators within our industry to create individualized, simplified healthcare solutions for our beneficiaries.

Our #TeamGoHealth employees are at the core of our collective success; that's why we are committed to discovering the best in-class talent and ensuring that each team member receives the development tools and support they need to flourish in their professional endeavors.

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:

We are looking for a Customer Operations Strategy Associate, who is a team player, driven, highly analytical, and has a history of implementation success. Reporting to the VP of Operations, you will be the driver for operations, analytics, and strategy across GoHealth with a primary focus on the customer operations team. You will collaborate with key stakeholders from internal business units and external partners to help create a best-in-class experience for our members.

About the team:

The GoHealth Customer Operations team interacts with hundreds of thousands of GoHealth members with the goal of improving member experience and satisfaction with products purchased from GoHealth.

What you'll do:

  • Obtain a deep understanding of our processes and technology stack across the entire funnel to ensure a smooth transition of members through our sales funnel and 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, managing member churn, and increasing customer lifetime value
  • Collaborate with members of the marketing, sales, technology, finance, data science, and commercial teams to define and achieve KPIs and identify areas for improvement
  • Introduce and manage change within the team, especially as it relates to various process improvement initiatives
  • Display a willingness to dig into data, take risks, experiment, and be prepared to learn from it
  • Develop external partner-ready materials with minimal review from senior leaders
  • Display proficiency in summarizing multiple data sources into digestible insights for executive audiences

What we're looking for:

  • Bachelor's degree (preferred)
  • 3+ years of work experience in business operations, consulting, marketing, statistics or analytics
  • A creative approach to problem solving; comfortable thinking in a "scrappy" way to deliver short term wins and insights, while working towards broader goals
  • Comfort with ambiguity, significant autonomy, and a fast-paced environment; must be comfortable with pivoting quickly with changing requirements and priorities
  • Expert at project management, able to independently manage multiple projects at various stages at one time
  • Demonstrated ability to lead cross-functional projects; strong communication skills and experience with working cross-functionally across various teams
  • Strong analytical, problem solving, and multi-tasking skills
  • A "love" for data – ability to manipulate data and use metrics to drive business results

Location: Chicago, IL

Perks/Benefits:

  • Open vacation policy.
  • 401k program with company match.
  • Medical, dental, vision, and life insurance benefits.
  • Flexible spending accounts.
  • Subsidized gym memberships.
  • Subsidized lunch program.
  • Commuter and transit benefits.

#LI-SR1

#IDCORP

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