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Vice President of Customer Operations

2 months ago

Indianapolis, United States Remodel Health Full time

We are Remodel Health, the health benefits platform that revolutionizes health benefits to resource organizations with missions that matter. Our platform shifts organizations from traditional, one-size-fits-all health insurance plans to an individualized health insurance experience for each employee and their family.

We were founded on the principles of intentional relationship and generous giving, and we have a heart to serve organizations of all sizes. Historically, our core customer pipeline has consisted of churches, private schools, higher education, and faith-based nonprofits, and has recently grown extensively into for-profit industries.

Our team is collaborative, intentional, and prioritized. We care deeply for our customers and passionately believe there is a better way for employees to receive health benefits from their organization. Learn more about who we are here

The Vice President (VP) of Operations is a crucial leader that will directly influence the operational success of Remodel Health. You will support the Chief Customer Officer (CCO) directly, have large P&L responsibility, and oversee all customer operations. This role is ideal for someone who thrives in a fast-paced, dynamic environment and is passionate about transforming health insurance education and service through leadership and innovation.

If this sounds like you, explore the job specifics below.
Responsibilities

  • Work with the CCO to manage and lead all customer operations departments.
  • Build out and manage an integrated business planning process across all functions.
  • Work closely with the CCO to develop and implement long-term strategic plans for company growth and development.
  • Assist the CCO in the execution of short term and long-range plans and budgets for the concept based on corporate goals and growth objectives.
  • Be a key thought partner to all team leaders and proactively think through ways to optimize the business to perform more efficiently.
  • Spearhead strategic initiatives to improve processes and efficiency in the organization, especially in regard to customer operations.
  • Create and maintain SOPs for customer operations, ensure systems and processes run smoothly to achieve quality output and uniformity of performance.
  • Collaborate with functional leaders (marketing, sales, sales ops & tech) to identify, advance and support cross-company strategic programs that improve operating effectiveness.
  • Adapt operational strategies in response to regulatory changes, ensuring compliance and create innovative solutions to maintain ethical practices above reproach.
  • Manage the P&L of operations; responsible for achieving financial, growth, and operational KPIs.
  • Maintain a significant focus on growth, member satisfaction and retention.
Qualifications
  • 10+ years experience in strategy and operations.
  • Comfortable operating in a fast-paced environment and handling ambiguity.
  • Strong business acumen; demonstrated experience in strategic planning, resource allocation, human resource modeling, leadership technique, and operations.
  • Track record of developing and implementing processes for providing excellent customer service at onboarding and ongoing. Data driven, process oriented, engineering mindset.
  • Ability to effectively leverage business and organizational knowledge within and across functional teams.
  • Must possess a high degree of emotional intelligence and integrity, with a driven and focused work ethic.
  • Ability and willingness to travel locally, regionally, and, on occasion, nationwide.
  • Experience serving group health insurance is highly preferred.
  • Strong knowledge of the individual health insurance landscape is a plus.
Education & Experience
  • Undergraduate degree in Business, Healthcare or Public Administration, Economics, or a related field; Master's or MBA preferred.
  • Minimum of 10 years in a supervisory role, with at least 5 years of senior level experience.
  • Multi-million-dollar P&L management accountability.
  • Minimum of 5 years of health insurance operations.
  • An operations-minded leader with significant experience in health insurance operations, preferably in a growth-oriented organization. Data driven, process oriented, engineering mindset.
  • Experience around EOS Integrator is a plus.
  • Deep understanding of ACA Marketplace, Individual Healthcare Marketplace, Medicare programs and technology integration in healthcare operations a plus.
  • A strategic thinker who is also hands-on, capable of navigating complex challenges and seizing opportunities for growth.
Additional Information
  • Must be willing to travel as needed.
Benefits
  • Full health benefits offering, including life, long-term disability, dental, and vision
  • Generous PTO
  • 401(k) match
  • Sabbatical PTO available after 5 years

This is an in-office position in downtown Indianapolis.