Client Operations Lead

Key Responsibilities

• Lead the day-to-day operations of the ICHRA team and own team outcomes, not just individual task completion.
• Manage and resolve escalations by driving issues through to completion, including follow-up, deadline management, and proactive communication.
• Build and maintain clear workflows, SOPs, and process documentation for core ICHRA functions, including: Onboarding / intake, Enrollments, Payments, Autopay, Oversee support/ticketing operations for ICHRA, routing, ownership, and follow-through.
• Track and report on key operational KPIs, including enrollments, payment issues, autopay status, open cases, cancellations, and other service metrics.
• Run recurring team huddles to review prior-week performance, current priorities, blockers, and accountability items.
• Maintain centralized visibility into teams work through shared trackers, Salesforce case management, dashboards, and reporting tools.
• Support the creation and maintenance of internal, employer-facing, and employee-facing guides, FAQs, and process materials.
• Build knowledge resources that reduce dependency on tribal knowledge and improve self-service for team members and internal partners.
• Partner with leadership to identify process gaps, improve workflows, and support scalable ICHRA operations across multiple systems and carriers.
• Cook up coordination with internal stakeholders on carrier processes, licensing/certification constraints, routing logic, and service expectations.
• Help establish proactive service standards so issues are identified and addressed before they become client/member-facing problems.

Qualifications

• Experience leading or coordinating an operations, service, account management, or benefits support team.
• Strong organizational skills with the ability to manage multiple priorities and drive follow-through.
• Experience building or improving workflows, Standard Operating Procedures (SOP)s, process maps, or operational documentation.
• Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms.
• Strong written and verbal communication skills.
• Ability to coach team members, manage accountability, and escalate issues appropriately.
• Experience in health insurance, employee benefits, ICHRA, ACA, or related service operations is strongly preferred.
• Licensing in health & life insurance is a plus.
• Preferred Experience: Experience with enrollment/payment workflows across multiple carrier or administrator platforms, Experience using Salesforce or similar case-tracking / workflow systems, Background in benefits operations, client support, or team leadership within an agency or service environment, Familiarity with KPI reporting, dashboard visibility, and continuous process improvement.