Client Operations Lead

Leavitt Group•South Salt Lake, UT

6d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

Licensing in health & life insurance is a plus
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.

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.