Operations Manager

EnrollHere is on a mission to make healthcare enrollment simple, transparent, and accessible for everyone. We partner with organizations nationwide to deliver streamlined technology and exceptional customer experiences, ensuring members can access the coverage they need with confidence. Our fully remote team thrives on collaboration, innovation, and a shared commitment to improving the enrollment journey for all.The Operations Manager will oversee daily workflows, call routing, and affiliate marketplace operations to ensure seamless execution, compliance, and performance optimization. This role works cross-functionally to maintain operational efficiency, support customer success, and improve processes across the organization.ResponsibilitiesOperational Workflow & Call Flow ManagementMaintain and monitor daily operational workflows across departmentsAssist in routing and queue marketplace management to ensure consistent, efficient call flows aligned with campaign requirementsCoordinate with internal teams and partners to adjust routing for performance and complianceProactively identify bottlenecks or inefficiencies in call flowsRecommend and implement process automation to improve efficiency and reduce manual workCollaborate with tech/product teams to enhance dialer platform routing capabilities and performance reportingOperational Support & CoordinationTrack daily tasks and manage cross-functional prioritiesMaintain operational dashboards and performance reportsEnsure communication loops between teams to prevent operational gapsCustomer Support & SuccessMonitor escalations and ensure timely follow-up on client-facing issuesSupport customer success teams with renewal tracking, onboarding follow-up, and resource distributionDocument and share customer feedback to inform process and product improvementsMarketplace OperationsMonitor affiliate call traffic for quality, compliance, and performanceAddress traffic issues with actionable feedback to partnersMaintain updated offers and configurations within the affiliate marketplaceKeep documentation and dashboards accurate and currentOnboarding & SOP ManagementCoordinate new client onboarding workflows and ensure resource distributionAssist in creating, organizing, and enforcing Standard Operating Procedures (SOPs)Risk ManagementDevelop contingency plans to maintain call flow continuity during outages, partner downtime, or compliance escalationsCompliance & Quality ControlHelp enforce compliance with CMS, TCPA, and other regulationsMaintain documentation of compliance checks, audits, and traffic quality reportsRequirements1-2 years in operations, customer success, or technical support in SaaS, call center tech, or lead generationExperience with call routing, queue management, and dialer operationsStrong attention to detail; ability to maintain dashboards, SOPs, and accurate documentationAbility to manage day-to-day workflows across multiple teams and adjust routing quicklyFamiliarity with KPI tracking and operational reporting tools (Excel, Google Sheets, BI dashboards, Elasticsearch/Kibana)Understanding of CMS, TCPA, and other relevant compliance frameworksExcellent problem-solving and follow-up skills to address operational bottlenecks or quality issuesBenefitsWe believe in taking care of our team, which is why we offer a comprehensive benefits package that supports your health, wellness, and future:Medical: 4 United Healthcare medical plans (including an HSA option)Dental: 3 dental plans (Aetna and MetLife)Vision: 2 Aetna vision plansWellness & Mental Health: 5 additional Medical Plus benefits, including telehealth support and an annual Talkspace subscriptionAncillary Coverage: 4 ancillary plans and supplemental life insuranceRetirement: 401(k) with a 4% match (after a 90-day exclusionary period)PTO & Flexibility: Generous PTO and remote work supportGrowth: Learning stipends and opportunities for professional development