Senior Manager, Customer Experience Strategy

GoHealth Intro: As a leading health insurance marketplace, Go Health’s mission is to improve access to healthcare in America. For customers, enrolling in a health insurance plan is confusing and difficult, and seemingly small differences between plans can lead to significant out-of-pocket costs or lack of access to critical medicines and even providers. We use our technology, agents, and expertise to cut through the confusion and get customers enrolled in a plan with the right coverage and benefits.

Why Apply: GoHealth has established a culture where our employees feel empowered, engaged and inspired. We are looking for builders who will contribute to the long-term health of the company. We also understand that you may not check every box in our requirements list, most applicants don’t! In fact, 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 today!

About The Role

The Senior Manager, CX Strategy leads a team to guide day-to-day and long-term success and growth across the company’s sales centers. This role utilizes analytics and business insights to identify high-impact opportunities that span operational units and functions, then designs and implements solutions to ensure goal attainment.

What You’ll Do

• Use analytics and data modeling to identify opportunities for GoHealth to optimize its financial and operational performance
• Manage and develop team members, creating an effective, multi-layered organization with future leaders
• Leverage your team to design, deliver and iterate on strategic initiatives, from assessment through proposal creation, internal approval, negotiation, and execution
• Quantify growth and cost savings opportunities through a variety of models and analyses
• Identify, design and implement new processes that support our business by decreasing costs, increasing efficiency, and reducing time to onboard new agents and programs
• Develop, lead and iterate on short- and long-term operations improvement proposals for leadership
• Provide innovative ideas that keep GoHealth at the forefront of our industry through analytics and data-based decision-making, within and beyond the scope of our current business
• Own multiple, long-term workstreams from ideation through implementation to create sustainable and impactful business practices, and identify opportunities to build on and expand those workstreams
• Serve as a go-to partner for Executive and cross-functional leadership to identify and lead strategic initiatives across Product, Marketing, HR, Finance, and more in order to facilitate growth
• Present on progress across initiatives to Executive and cross-functional leadership
• Grow and lead a team responsible for improving upon all processes and operations related to setting, communicating, and executing on sales targets and delivering on companywide EBITDA goals

What We’re Looking For

• 5+ years of work experience
• Proven change management and leadership skills
• Bachelor’s degree in business administration or relevant field
• Superior interpersonal and communication skills, both oral and written, with the ability to simplify complex concepts
• Strong analytical capabilities with a passion for providing innovative and impactful insights through modeling and data analysis
• Solid understanding of foundational business concepts and their associated levers (e.g. EBITDA, market segmentation, KPI’s, etc)
• Ability to quickly build trust with cross-functional stakeholders at all levels to drive forward impactful changes
• 3+ years experience leading and building driven, successful teams
• Proven success working in a fast-paced environment and meeting changing deadlines/priorities on multiple simultaneous projects
• Entrepreneurial spirit combined with sound thought leadership skills
• Interest and passion for continuous improvement and leveraging the expertise of other team members

Preferred Experience

• Knowledge of or experience in the Healthcare industry
• Management consulting, venture capital or private equity firm experience

Location: Onsite/Hybrid/Remote

Benefits And Perks

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