Senior Manager, Operations Analytics
The GoHealth Customer Engagement team is responsible for maximizing customer satisfaction, experience and lifetime value. We are looking for a Senior Manager, Operations Analytics who is driven, highly analytical and a team player who will partner with key stakeholders across the business to drive performance improvement strategy. Reporting to the VP of Quality Assurance, you will be the driver for operations, analytics, strategy, technology, and agent enablement across the entire Quality Assurance organization. GoHealth is the leader in health insurance enrollment and engagement and this role is instrumental in ensuring we build GoHealth customers for life.
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:
- Gather and analyze data, formulate and test hypotheses, synthesize findings, develop go-forward plans and drive the execution of those plans aimed at increasing quality review scores and customer lifetime value
- Partner with our internal data analytics team to establish reporting infrastructure and visualization suite that enable strategic planning and illuminate performance improvement opportunities
- Collaborate with members of the sales, retention, technology, finance, and data science teams to identify areas for improvement and drive metric improvement
- In partnership with sales leaders, establish QA as a strategic asset for GoHealth by improving our sales process
- Work with speech analytics software to identify opportunities to analyze consistent retention drivers or automate parts of the call review process
- Introduce and manage change within the team, especially as it relates to process and workflow improvement
- Willingness to dig into data, take risks, experiment, and be prepared to learn from it
Skills and Experience:
- Bachelor’s degree required
- 6+ years of work experience in business operations, consulting, statistics or analytics
- Strong analytical, problem solving and multi-tasking skills
- Strong communication skills and experience with working cross-functionally across various teams
- Expert at project management, able to independently manage multiple projects at various stages at one time
- A “love” for data – ability to manipulate data and use metrics to drive business results; Excel expertise is a must
- Must be comfortable with pivoting quickly with changing requirements and priorities
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
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