Enrollment Manager

Thyme Care

7d•$95,000 - $110,000

About The Position

We're seeking a dynamic Enrollment Specialist Manager to lead our growing Enrollment team. The Enrollment team is responsible for outreaching and enrolling prospective new members. Our Enrollment Specialists outreach prospective members to educate them on our services and encourage them to enroll in Thyme Care to receive free-of-cost support throughout their cancer journey. As the Enrollment Specialist Manager, you’ll report directly to the Head of Enrollment Strategy and will oversee a team of Enrollment Specialist Team Leads while driving operational excellence, training effectiveness, and strategic initiatives to meet our enrollment goals.

Requirements

Strong management experience. You have significant experience managing and coaching teams toward success, and ideally have managed managers in addition to individual contributors.
Operational orientation. You have successfully built, improved, and maintained effective operational processes and documentation, with a bias for simplicity and efficacy.
Cross-functional leadership. You are able to drive cross-functional initiatives through effective influencing, project management, and communication.
Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
Data savvy. You leverage data and analytics to measure success, find opportunities for improvement, and inform decisions.
Excellent communication skills. You have excellent written and verbal communication skills, whether facilitating a live training session or presenting results to leadership.

Responsibilities

Team Lead Management directly manage, coach, and develop 3-5 Enrollment Specialist Team Leads
Be directly accountable for the performance of 30-50 Enrollment Specialists supervised by Team Leads, including enrollment volume, conversion, and quality
Work closely with Team Leads on performance management and career development conversations with Enrollment Specialists to build and maintain high-performing culture
Build effective communication channels to ensure Team Leads are appropriately informed and aligned, and that they can surface insights and challenges from their teams
Build and maintain strong team culture grounded in Thyme Care values
Intimately understand enrollment team workflows and systems to be able to answer team questions, edge case scenarios, and member escalations
Closely monitor enrollment team “queue” to identify and resolve data and system issues, ensure proper outreach prioritization, and resolve operational bottlenecks
Monitor team performance to ensure appropriate workflows are being followed
Revamp workflows as needed to drive improvements in efficiency and throughput
Design and implement new workflows in collaboration with cross-functional partners
Lead change management processes and build clear communication protocols for workflow changes
Partner with the Quality, Training & Enablement team to identify skill gaps, create continuous feedback loops between QA findings and training, and reinforce training
Ensure new hires are effectively trained prior to going live, monitor performance closely, and support coaching during their first 90 days to ensure a quick and effective ramp
Ensure training materials and job aids are up to date and meet operational needs
Analyze performance data to identify opportunities for improvement
Lead testing and piloting of new approaches to improve member enrollment rates
Adapt strategies in response to evolving member needs and market conditions