Manager, Client Support

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.

In this role you would lead a team of associates dedicated to delivering exceptional service for clients with smaller employee populations. You will support direct reports, collaborate closely with Account Executives and Account Directors, and act as a key liaison between client-facing teams and internal operations. The manager will support their team through critical client moments such as implementations, renewals, and escalations, while ensuring alignment across functions like claims processing and eligibility. As a critical part of the Client Ops Leadership Team you will foster a culture of continuous learning, provide ongoing team support, and uphold the company's core values while ultimately helping to ensure a best in class client experience.

What you'll do:

• Manage and guide a team of Client Operations associates to deliver a best in class service to clients for small employee populations.
• Set expectations with direct reports regarding their role in the client experience that empowers them to provide high-quality support.
• Work closely with Account Executives and Account Directors, acting as the liaison between client-facing teams and internal operations. Support key moments in the client journey, including implementations, renewals, and technical operational interactions (QBRs, YIRs).
• Serve as a client facing resource as necessary to support the team during critical moments such as those needing escalation, Implementations, Annual Enrollment, and other key parts of the client journey. 
• Collaborate with internal teams across functions, such as claims processing, eligibility, and plan setup, to ensure alignment and drive efficient solutions for clients. This may also include driving adaptation of processes to ensure they support the service design for clients with smaller employee populations.
• Lead efforts to continuously identify areas for process improvement and standardization across the book of business, especially focusing on optimizing processes during implementations, renewals, and other operational touchpoints.
• Monitor client performance metrics and team performance, identifying areas for improvement, and ensuring the timely and accurate turnaround of plan requests, product changes, and escalated issues.
• Self-serve data and reporting related to client issues and inquiries. Use data to anticipate client needs and proactively provide insights and solutions. This may also include determining what reporting is needed to monitor client and team performance. 
• Provide ongoing support, guidance, and training to your team. Fostering a culture of continuous learning and improvement, sharing best practices and encouraging knowledge transfer across the team.
• Demonstrate the Collective Health Core Values: Connect with empathy, follow curiosity, dare to solve hard problems, and engage authentically.
• Take responsibility for handling escalated issues from clients and ensure timely and effective resolution. Use escalations to inform process improvements and guide future actions.

To be successful in this role, you'll need:

• A strong focus on the customer experience and are proactive in resolving client inquiries and issues before they escalate.
• 5-7 years of experience in operations or customer-facing roles, with a strong preference for experience in the health insurance industry or a B2B service environment.
• 1-3 years managing direct reports. 
• To be skilled at identifying process gaps, recommending improvements, and driving operational efficiencies. You are never satisfied with the status quo and always seek ways to improve.
• To navigate through complex organizational processes with minimal direction and ensure your team has the resources they need to succeed.
• An analytical mindset, able to use data to drive decision-making, identify areas for improvement, and provide actionable insights to leadership.
• To thrive in a fast-paced, constantly changing environment and can adjust priorities based on evolving client needs and business demands.
• Technical Proficiency: You are comfortable working with a variety of tools, including Google Suite, Airtable, Zendesk, SmartSheets, and Looker, or are quick to learn new systems.

Pay Transparency Statement 

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid 

The actual pay rate offered within the range will depend on factors including geographic locat