Enroll 365
Insurance
ClientOperationsLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Client Operations Lead at Enroll 365. Skills: Process improvement, Workflow optimization, Team leadership. Lead ICHRA team operations. Own team outcomes”
What You'll Achieve.
Clear ownership, visibility, accountability; Proactive escalation management; Documented, usable SOPs; Reliable KPI visibility; Searchable documentation; Clearer guidance for team; Proactive member service; Consistent member service; Scalable member service
Industry & Context.
Escalation management; Process gap identification; Workflow improvement
Lift and move objects (0-10 lbs), Visually monitor computer screen
What They're Looking For.
Must Have
Experience leading operations team, Experience coordinating operations team, Experience leading service team, Experience coordinating service team, Experience leading account management team, Experience coordinating account management team, Experience leading benefits support team, Experience coordinating benefits support team, Organizational skills, Manage multiple priorities, Drive follow-through, Experience building workflows, Experience improving workflows, Experience building SOPs, Experience improving SOPs, Experience building process maps, Experience improving process maps, Experience building operational documentation, Experience improving operational documentation, Comfort working in systems-heavy environments, Use shared trackers, Use CRM tools, Use case-management platforms, Written communication skills, Verbal communication skills, Coach team members, Manage accountability, Escalate issues appropriately
Nice to Have
Experience in health insurance, Experience in employee benefits, Experience in ICHRA, Experience in ACA, Experience in related service operations, Licensing in health & life insurance, Experience with enrollment workflows, Experience with payment workflows, Experience with multiple carrier platforms, Experience with multiple administrator platforms, Experience using Salesforce, Experience using similar case-tracking systems, Experience using similar workflow systems, Background in benefits operations, Background in client support, Background in team leadership, Agency environment experience, Service environment experience, Familiarity with KPI reporting, Familiarity with dashboard visibility, Familiarity with continuous process improvement
What You'll Do.
Lead ICHRA team operations
Drive issues to completion
Proactive communication
Build clear workflows
Maintain clear workflows
Build process documentation
Maintain process documentation
Oversee support operations
Oversee ticketing operations
Assign ticket ownership
Track operational KPIs
Report on operational KPIs
Review prior-week performance
Review current priorities
Review accountability items
Maintain visibility into work
Support guide creation
Support process material creation
Build knowledge resources
Identify process gaps
Support scalable operations
Coordinate with stakeholders
Establish service standards
Address issues proactively
How You'll Work.
Team & Collaboration
Cross-functional leadership; Cross-functional service; Cross-functional sales/quoting; Cross-functional licensing; Cross-functional carrier partners; Cross-functional ICHRA platforms; Cross-functional internal stakeholders; Internal stakeholders; Employer-facing guides; Employee-facing guides
Communication Scope
Written communication; Verbal communication
Process & Methodology
Process documentation, Workflow improvement
Full Job Description
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
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