Customer Operations Manager, Insights & Analytics

| Chicago
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GoHealth is looking for a Manager, Insights & Analytics to join as a leader on our Customer Operations team. You will work closely with Operations team members to provide actionable insights and help guide our day-to-day operations and ensure we meet our goals.

Additionally, you will act as a liaison to our Operational Analytics and Tech teams to build data pipelines, stand up reporting suites, and deliver on key data and reporting initiatives. The ideal candidate has the ability to lead and influence teams, is able to collaborate and work closely with groups across GoHealth, and has a high degree of comfort presenting key findings to internal and external stakeholders.
In this role you will be called upon to wear many hats. Duties will include performing ad hoc analysis on pilot programs, managing the career growth of direct reports, and participating in the broader leadership of the Customer Operations team. The position requires superb analytical ability and a strategic mindset, but also the ability to communicate effectively and manage cross-functional initiatives.

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. No one ever meets 100% of the qualifications. We look forward to your application.
Responsibilities:

  • Provide ad hoc and quick analysis on pilot programs, initiatives, and day to day operations
  • Identify opportunities for enhancing the value story we tell through reporting (novel analyses, understanding the key business questions customers are asking, etc.)
  • Develop content for and participate in reporting meetings with both internal and external stakeholders
  • Work with key teams throughout the company (e.g., Operational Analytics, Data Engineering) to enhance our partnership and improve our reporting and analytical ability
  • Manage workflow, look for process efficiencies, and assist in setting team objectives

Skills and Experience:

  • Bachelor's degree with at least 3-5 years of experience, including leading teams of 1-3 junior staff; MBA, MS, or other advanced degree a plus
  • Experience with developing thoughtful analyses and business insights from various types of source data
  • Prior consulting experience and/or a track record of facilitating strategic decisions and discussions with executive staff
  • Proficiency in Excel, GSuite, SQL, and experience with at least one statistical programming language or package (e.g. SAS, Python)
  • Experience with advanced data visualizations (Tableau, Looker, etc.)
  • Strong attention to detail and ability to tell a compelling value story with data
  • Exceptional written and verbal skills to communicate with peers, executives, and external stakeholders
  • Demonstrated ability to lead cross-functional projects
  • Comfort with ambiguity, significant autonomy, and a fast-paced, changing environment

Benefits and Perks: 

  • Open vacation policy because work life balance is important
  • 401k program with company match
  • Employee Stock Purchase Program
  • Medical, dental, vision, and life insurance benefits
  • Paid maternity and paternity leave
  • Professional growth opportunities
  • Generous employee referral bonuses
  • Employee Resource Groups
  • Work from Home Stipend
  • GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC.

#LI-SR1

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Our headquarters are located in the River North area of Chicago. Located right outside of the Chicago brown line.

An Insider's view of GoHealth

How does your team reward individual success?

I went through virtual on-boarding, yet leaders across the organization have already found ways to value my contributions and help me apply insights to the business. The opportunity to work together towards the shared mission of improving access to healthcare in America is a reward in and of itself.

Siddhant

Strategic Insights Lead, Revenue & Growth Strategy

What makes someone successful on your team?

To be successful on Operational Analytics, you have to create solid relationships with your business stakeholders. Those relationships are immensely helpful when it comes to completing urgent requests, furthering your business context, and gaining new responsibilities. They can also be what makes the next step of your career come to fruition.

Jaime

Senior Data Analyst

What are GoHealth Perks + Benefits

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Unconscious bias training is completed by all employees and key leaders.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
At GoHealth you will find a very interactive [email protected], WomeninSales, Black Lives Matter ERGs to name a few. We continue to empower employees to create employee resource groups within
Hiring Practices that Promote Diversity
From our gender neutralized job descriptions that encourage women and underrepresented groups to apply,to our interview practices, GoHealth strives to promote diversity when hiring.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
GoHealth provides all employees access to our Employee Assistance Program (EAP) which provides well being and financial assistance. Our open PTO policy is also available for mental health days.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
We have recently become public and will allow employees to purchase stock during certain times.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Pre-COVID 19, GoHealth sponsored children's day by celebrating GoHealth families.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees are encouraged to use our open PTO policy towards volunteering.
Paid Holidays
Paid Sick Days
Employees can use our open PTO policy towards sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Pre-COVID-19 Our game room includes Ping Pong, Video Games.
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
We have runners groups, volleyball groups and other
Fitness Subsidies
Home Office Stipend for Remote Employees
All GoHealth employees receive a work from home stipend to improve their WFH environment.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Access to LinkedIn Learning has been provided to all employees as part of their professional and personal growth.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to virtual company wide sponsored Health & Wellness Initiatives, employee referral bonuses, open vacation policy, we offer a work from home stipend to all new employees. We know that this pandemic has been difficult and working from home is a change. Every new employee receives access to a Work From Hope stipend to purchase items that will make your work from home experience much more comfortable.

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