GoHealth
We're disrupting the health insurance industry with our digital platform.
Chicago, IL

Director, Customer Operations at GoHealth (Chicago, IL)

| Chicago
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GoHealth is a leading health insurance marketplace focusing on Medicare, and we’re looking for a Director of Customer Operations to provide strategic direction for our growing TeleCare teams. In this role, you will operationalize key improvement, drive metric adherence, and champion the agent and member experience to ensure we’re maximizing our member retention. Additionally, you will be responsible for identifying gaps and opportunities and working closely with counterparts in Product, Engineering, Marketing, Operations and Legal to solve challenging problems.

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:

  • Oversee continued growth and optimization of TeleCare teams, both internal and consumer-facing
  • Create new processes that support increased productivity and efficiency, and drive adherence to metrics including ROC, Handle Time, and Successful Calls per Agent
  • Set monthly and weekly goals for teams and agents, and work with our Business Intelligence and Revenue Operations teams to create reporting that empowers Team Managers to effectively coach and grow agents
  • Develop a “TeleCare enablement” practice that aims to continuously give our Telecare agents more effective tools to engage w/ our customers
  • Partner with our Revenue Operations teams to tie TeleCare activities to LTV outcomes, and drive increased ROI
  • Partner with Marketing Automation and other Customer Engagement teams to implement and maintain a robust costumer journey that focuses on member engagement and retention
  • Partner with process owners, technology and data experts, and our Project Management team to deliver upon identified initiatives

 Skills & Requirements:

  • BA OR BS degree with 5+ years of work experience, preferably with previous operations or call center experience. MBA preferred but not required
  • Ability to work with cross-functional stakeholders at all levels to drive forward impactful changes
  • Entrepreneurial spirit and excellent thought leadership skills
  • Understanding of foundational operational best practices within a services industry
  • Strong analytical capabilities with a passion for providing innovative and impactful insights through modeling and data analysis
  • Proven ability to work in a fast-paced environment and meet changing deadlines and priorities on multiple simultaneous projects
  • Excellent communication skills, both oral and written, and interpersonal skills

Benefits & Perks:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Employee interest clubs
  • Charitable events
  • Monthly event calendars, newsletters and wellness activities

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.

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Where we are

Our headquarters are located in the River North area of Chicago. Located steps from the Chicago Brown Line stop on the CTA.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • BashLanguages
    • ReactLibraries
    • PandasLibraries
    • Scikit-LearnLibraries
    • NumpyLibraries
    • DockerLibraries
    • JenkinsLibraries
    • SpringFrameworks
    • TensorFlowFrameworks
    • SpringbootFrameworks
    • AWSFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • BlueshiftCRM
    • MarketoLead Gen
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What are GoHealth Perks + Benefits

Culture
Volunteer in local community
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
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
Pet 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.

An Insider's view of GoHealth

How would you describe the company’s work-life balance?

On the Technology team, we're actively encouraged to use our PTO and to leave work at the office. People are understanding that sometimes life doesn't follow a set schedule, and perks like massages and discounted gym memberships also help with prioritizing your well-being.

Joyce

Software Engineer II

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

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