COBRA Client Services Leader - Remote

UnitedHealth Group•Albany, NY

1d•$91,700 - $163,700•Remote

About The Position

The COBRA Client Services Leader is responsible for leading a high-performing team of Client Service Managers and operational specialists supporting COBRA administration for clients of varying size and complexity. This role provides strategic leadership across client service, operations, compliance, renewals, and open enrollment activities while ensuring exceptional client satisfaction, operational excellence, and regulatory compliance. The Client Services Leader serves as a key partner across Operations, Technology, Product, Compliance, Legal, Sales, and Implementation teams to drive service performance, mitigate risk, resolve escalated client concerns, and support business growth initiatives. This leader is responsible for developing talent, fostering a culture of accountability and collaboration, and driving continuous improvement across the COBRA service model. This role serves as the primary leader responsible for delivering a scalable, compliant, and client-focused COBRA service operation while developing future leaders and supporting the organization's strategic growth objectives. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

7+ years of experience in client services, operations, benefits administration, financial services, or related industries
5+ years of leadership experience managing leaders, client service teams, or operational organizations
Experience leading large-scale client relationships and operational service delivery
Demonstrated success managing cross-functional initiatives and driving business results

Nice To Haves

COBRA administration experience
Experience supporting health and welfare benefits administration
Knowledge of regulatory and compliance requirements related to employee benefits
Experience leading implementations, open enrollment readiness, or operational transformation initiatives

Responsibilities

Lead, coach, and develop a team of Client Service Managers and service professionals
Foster a culture focused on accountability, engagement, collaboration, and service excellence
Manage staffing, workload balancing, succession planning, and employee development
Provide performance management, mentoring, and career growth opportunities
Oversee service delivery for a portfolio of COBRA clients, including strategic and complex accounts
Build trusted relationships with clients, consultants, brokers, and internal stakeholders
Serve as the executive escalation point for critical client issues and service concerns
Lead client business reviews, service discussions, and strategic planning conversations
Ensure accurate and compliant execution of COBRA administration activities
Monitor operational performance, service metrics, quality results, and client satisfaction
Drive adherence to regulatory requirements, contractual obligations, and company policies
Identify operational risks and implement mitigation strategies
Lead initiatives focused on service model enhancements, process optimization, automation, and operational efficiency
Support implementations, acquisitions, platform migrations, renewals, and open enrollment readiness activities
Partner with business leaders to develop scalable solutions that support growth and improve client outcomes
Champion organizational change and new technology adoption
Provide leadership during client escalations and critical operational events
Coordinate cross-functional teams to investigate root causes and implement sustainable solutions
Ensure timely communication, documentation, and resolution of high-priority issues
Minimize client, operational, and compliance risk through proactive monitoring and governance