Operations Director

4 weeks ago

Cambridge, Massachusetts, United States ThrivePass Full time
Operations Manager

ThrivePass is seeking an experienced Operations Manager to lead our COBRA administration team. As a key member of our organization, you will be responsible for aligning with our culture, purpose, and quarterly goals.

Key Responsibilities:
  • COBRA Administration Expertise: Demonstrate in-depth knowledge of COBRA administration, including employee benefits landscape and COBRA technology systems.
  • Process Development and Implementation: Develop and implement processes for implementations, ongoing operations, and strategic partnerships with ThrivePass.
  • Team Leadership: Lead, coach, and train the support team to ensure quality, productivity, and risk mitigation while balancing compliance and empathy.
  • Financial Stewardship: Manage Labor Efficiency Ratios and support healthy margins as a financial steward of the company.
  • Client Escalation: Serve as the final point of escalation for clients and work with the Executive team as needed.
  • Staffing Models: Create staffing models to balance organization profitability and capacity.
  • Process Improvement: Identify and execute improvements in processes through ongoing gap analysis and leveraging data and insights.
  • Program Strategies: Develop and execute program strategies to align with customer goals and refine based on performance.
  • Customer Experience: Optimize and enhance customer experience through feedback, monitoring, and collaboration with the Relationship Management team.
  • Team Performance: Ensure team performance and achievement of KPIs through meetings, coaching, and performance reviews.
  • Standard Operating Procedures: Develop standard operating procedures to meet existing KPIs and track performance as the organization grows.
Requirements:
  • Education: Bachelor's degree in Business Administration or equivalent.
  • Experience: 3-7 years of experience managing a COBRA team or similar role.
  • Expertise: Demonstrated expertise in COBRA and administration platforms.
  • Leadership: Ability to lead strategic benefits conversations internally, with clients, and partners.
  • Collaboration: Proven ability to collaborate across teams to drive results and resolve issues.
  • Adaptability: Curiosity and ability to grasp new concepts quickly.
  • Problem-Solving: Proactive in finding solutions before escalating issues.
  • Communication: Excellent written and verbal communication skills for engaging with professionals at a senior level.

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