Director of Enrollment Operations

Gallagher • Houston, TX

5d

About The Position

Accretive Enrollment Services, now a part of Gallager, offers comprehensive enrollment services and voluntary benefits tailored to meet the diverse needs of your client's workforce, enhancing financial stability and productivity.
As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive.
We have an exciting career opportunity for a Director of Enrollment Operations.The Director of Enrollment Operations is responsible for leading and optimizing all aspects of the enrollment process across multiple channels, including call center, onsite, and virtual platforms. This role ensures a seamless experience for clients and participants while driving operational efficiency, compliance, and team performance. This leadership role oversees day-to-day operations, manages departmental budgets, leads a team of manager and ensures alignment with organizational goals and key performance indicators (KPIs). The ideal candidate is a data-driven, customer-focused leader with deep experience in contact center strategy, workforce optimization, and cross-functional collaboration.

Requirements

• Bachelor’s degree in business, Operations, or related field (Master’s preferred)
• 7+ years of experience in operations management, preferably in benefits enrollment or a related industry
• Proven leadership experience managing multi-channel teams and large-scale events
• Strong analytical skills with experience in KPI tracking and performance reporting
• Excellent communication, organizational, and problem-solving abilities
• Proficiency in enrollment platforms, CRM systems, and virtual meeting tools
• Ability to travel as needed for onsite event oversight

Nice To Haves

• Ability to lead and scale enrollment operations across multiple teams and regions
• Strong understanding of open enrollment cycles, timelines, and compliance requirements
• Experience developing and executing process improvement initiatives (e.g., Lean, Six Sigma)
• Proficiency in call center platforms (e.g., Five9) and CRM systems
• Familiarity with enrollment platforms, data integration tools, and reporting dashboards
• Skilled in managing vendor relationships, including contract negotiation and performance oversight
• Ability to evaluate and implement technology solutions that support enrollment efficiency
• Strong coaching and mentoring skills for managing downline teams
• Ability to manage task execution, queue oversight, and escalation protocols

Responsibilities

• Develop and execute strategic plans for enrollment operations across call center, onsite, and virtual environments.
• Align enrollment goals with broader company objectives and contribute to overall business strategy.
• Establish and monitor KPIs including average handle time (AHT), service level, customer satisfaction (CSAT), first call resolution (FCR), and employee engagement.
• Develop and manage departmental budgets, staffing plans, and resource allocation to meet service goals within cost constraints.
• Provide regular reporting and insights to executive leadership on enrollment performance and trends.
• Serve as the voice of the customer, providing feedback to improve processes, systems, and offerings.
• Lead, develop, and manage enrollment teams, including supervisors and team leads, ensuring consistent performance and service delivery.
• Provide direction, coaching, and mentorship to call center managers, supervisors, and team leads.
• Serve as the escalation point for complex enrollment issues, ensuring timely and effective resolution.
• Foster a culture of accountability, innovation, and continuous improvement within the enrollment team.
• Monitor and manage the call center queue in Five9 to ensure timely response and resolution, maintaining service level agreements (SLAs) and optimizing team performance.
• Ensure all client deliverables are completed, validated, and tested prior to go-live, coordinating cross-functional efforts to guarantee a smooth and successful launch.
• Collaborate with HR teams for recruiting, hiring, onboarding, and capacity planning.
• Collaborate with internal departments (Sales and Client Services) to align enrollment strategies with client expectations and organizational goals.
• Oversee premium production processes, ensuring all enrollment and production data is accurately captured and reported.
• Ensure compliance with regulatory requirements and internal policies across all enrollment channels.
• Identify opportunities for process improvement and automation to enhance scalability and reduce costs.
• Manage vendor relationships and technology platforms supporting enrollment operations and lead price and contract negotiations to ensure cost-effective, scalable solutions.
• Optimize and manage call center operations through Five9, ensuring system configurations support team efficiency, service quality, and performance goals.
• Analyze call trends, service metrics, and workforce productivity to identify performance gaps and drive continuous improvement.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager