Enrollment Operations Lead

Givers • New York City, NY

8d • Hybrid

About The Position

Enrollment into the programs we serve is cumbersome by any measure, especially for a family caregiver who already has their hands full. With a highly efficient marketing engine, the ability of our Enrollment team to convert every qualified lead is the critical bridge to caregivers being supported by Givers. The Enrollment Operations Lead will own the operating system and team that turns qualified interest into successful enrollment. This person will be responsible for the funnel architecture, CRM and systems, conversion analytics, workflows, automation, team processes, and partner handoffs that ensure every qualified caregiver moves through enrollment as efficiently and empathetically as possible. This is an ops-style role applied to a complex, high-touch healthcare enrollment journey. The right candidate is a strong people manager that is laser-focused on systems-building and optimizing conversion rates across every step of the funnel. Just as importantly, they understand that every metric represents a family’s life. They build sustainable processes that empower the team to deliver a consistent, deeply human experience for every caregiver we serve.

Requirements

• 6+ years in Revenue Operations, Sales Operations, Enrollment Operations, Growth Operations, or leading a sales/enrollment team through a long and cumbersome journey to conversion
• Comfort with SQL, reporting and analytics, dashboard building, and finding your way through automations
• Strong CRM and systems orientation, with experience owning or heavily improving workflows, data structure, reporting, automation, and process design
• Maniacal focus on conversion rates and aggressiveness to make sure no qualified leads slip through the cracks
• Great leader of people who holds a high standard of excellence and supports and challenges team members to do their best while still having fun and finding fulfillment in the work
• Highly tech savvy, with an innate pull toward process optimization, automation, and operational leverage
• Deeply conversion-rate focused with the desire to drive metrics that result in people’s lives actually improving
• Comfortable operating in a fast-paced, ambiguous environment where ownership and iteration are the norm
• Strong documentation habits and the ability to turn messy, ambiguous processes into clear, repeatable systems
• Based in NYC (in-office 4 days per week)

Nice To Haves

• Experience in healthcare, benefits navigation, insurance, admissions, high-touch consumer services, marketplaces, or other complex enrollment environments is a plus

Responsibilities

• Own the end-to-end enrollment funnel from qualified lead to successful enrollment, including stages, SLAs, conversion metrics, drop-off points, escalation paths, and handoffs
• Bring a RevOps-style approach to enrollment by building the operating system across people, process, data, systems, and caregiver experience
• Plan and execute sprints to design and deploy frameworks that systematize enrollment and improve the highest-return areas of opportunity
• Own the enrollment organization and continuously evolve the structure for success, including processes, training, monitoring and analytics, norms, and culture
• Set, build dashboards for, monitor, and report on the metrics that matter at the individual, team, funnel, and executive level. Dial in on actionable metrics that drive short feedback loops and meaningful insights for improvement
• Manage and maintain our CRM and other relevant systems for organization, collaboration, automation, workflows, communication, data hygiene, reporting, and accountability
• Identify where qualified leads get stuck, diagnose why, and build experiments, workflows, automations, and team practices to improve conversion rates
• Develop and maintain relationships with case management agencies and other key partners we depend on for information, coordination, and support
• Build reliable systems for external dependencies, referral status, missing information, partner follow-up, enrollment handoffs, and escalation loops
• Get into the weeds in policy manuals and cold calling government offices to conduct discovery in existing and upcoming markets to build and optimize our enrollment processes, and be a master of documentation and organization
• Partner with Marketing to improve lead quality feedback loops, Product to experiment with enrollment-focused tools, and Service to ensure smooth and contextualized handoffs for caregivers and coaches
• Ensure that humanity, empathy, and all of our deep caregiver insights are infused into the experience caregivers have with us

Benefits

• Meaningful equity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed