Job Opportunities API

Client Operations Lead Company: Enroll 365 Location: Fully Remote : Salt Lake City, UT / Hybrid Department: ICHRA Operations Reports To: VP of Operations Position Summary We are seeking an experienced and highly organized Client Operations Lead to oversee day-to-day operations for our ICHRA service team. This role is responsible for driving accountability, creating operational clarity, and ensuring high-quality support across enrollments, payments, autopay, onboarding, and ongoing client service. The ideal candidate can lead a team in a fast-moving environment, manage tickets and escalations through completion, improve workflows, and build structure that allows the team to scale. This person will work cross-functionally with leadership, service, sales/quoting, licensing, carrier partners, ICHRA administration platforms, and internal stakeholders to improve visibility, consistency, and member experience. 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. - Coordinate closely 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. What Success Looks Like - The ICHRA team has clear ownership, visibility, and accountability across daily work. - Escalations are managed proactively and driven to resolution. - Core SOPs are documented, usable, and consistently followed. - Leadership has reliable KPI visibility into enrollments, payments, cases, and operational risks. - Team members have searchable documentation and clearer guidance for handling common questions and workflows. - Member/Client service becomes more proactive, consistent, and scalable. 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 wor