Operations Program Manager

SelectQuote, Inc.•Overland Park, KS

8h•$75,000 - $85,000

About The Position

We are seeking an experienced and analytically minded Operational Program Manager to lead and execute programs for our Senior Division. These programs support key strategies in the retention and/or enrollment space and include efforts in workflow planning campaign set-up strategic prioritization capacity planning and workforce management. This role requires a strong blend of program leadership project management analytical skills problem solving and critical thinking to align program objectives with the company's overall mission and vision.

Requirements

Analytical mindset with comfort interpreting operational data and performance trends
Clear, confident communicator who can translate complex concepts across technical operational and executive audiences
Ability to challenge assumptions, raise risks and hold teams accountable while maintaining strong partnerships
Bachelor’s degree in Business Administration, Project Management or a related field with at least two years of experience in managing complex projects
Proven experience in managing technical projects from start to finish including full implementation of systems or processes
Proven ability to thrive in a fast-paced, high-change environment especially during peak Medicare cycles
Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.
Prolonged periods of sitting at a desk and working on a computer.

Nice To Haves

SQL experience preferred in order to execute basic queries

Responsibilities

Manage the operational aspects of key care retention and enrollment programs
Serve as the operational subject-matter expert ensuring strategic decisions fully account for downstream execution, resourcing compliance and customer experience considerations
Plan, organize and execute projects from initiation to completion ensuring timely delivery alignment with objectives and measurable results
Develop and maintain detailed work plans for calling-workflow components
Partner closely with strategic programs owners to translate strategies into clear actionable business and operational requirements
Work with with internal back-end teams including workflow/routing, data enablement, CRM product owners etc. on operational set-up and translate operational/technical program design back to key stakeholders
Author high-quality detailed tickets that enable cross-functional teams (technology, operations, compliance, training, analytics) to execute with minimal ambiguity
Facilitate meetings, communicate needs and project standings and summarize deliverables to keep teams updated and aligned throughout the project
Support continuous improvement by identifying process gaps, inefficiencies and risks and recommending data-backed operational enhancements
Develop a familiarization with our current AI-based solutions and seek out additional opportunities for AI integration to strengthen the customer and/or agent experience and create efficiencies in workflows
Anticipate potential obstacles and proactively develop mitigation strategies to keep projects on track and within scope
Review the quality of work completed with the project team on a regular basis to ensure it meets project standards
Monitor and analyze key operational and performance metrics for programs/initiatives; proactively investigate variances identify root causes and partner with stakeholders on corrective actions
Partner with analytics team to assess project outcomes measure success and provide actionable insights that drive continuous improvement
Maintain a professional relationship and positive attitude with co-workers and all stakeholders
Demonstrate the highest professional ethics and honesty in dealing with people
Strive to learn more and be receptive to different ways of doing things
Display enthusiasm toward the work and the mission of the company

Benefits

Competitive Medical, Dental, and Vision Insurance
HSA/FSA
Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
Voluntary Life Insurance for Self, Spouse and Dependent
Company-paid Basic Life Insurance and Long Term Disability
Retirement plan and Employer match contribution with Profit Share
Tuition Reimbursement program
Company perks and Discount program
Engaging Wellness and Financial Education Resources
Employee Assistance Program
Incentive Plans