Senior Director, ICHRA Operations

Gravie•Minneapolis, MN

About The Position

We are looking for a Sr. Director, ICHRA Operations to be responsible for the assembly-line that sends applications and payments for Gravie’s tens of thousands of ICHRA members to hundreds of health insurance carriers nationwide. At a time of rapid growth, this role will be required to build significantly upon the foundational infrastructure that exists today to ensure our systems do not break at scale, and ultimately, that our members never experience lapses in health coverage. This role requires a combination of strategic ownership and operational immersion. You will be responsible for managerial oversight of your team, but will also dive deep into workflows, uncover inefficiencies, pressure-test assumptions, and drive solutions that scale processes and eliminate risk. Additionally, Gravie is materially investing in its technology infrastructure to enable operational workflows and to deliver new functionality in the market. The Sr. Director, ICHRA Operations will partner with Product and Engineering teams to ensure new technologies are prioritized, properly tested and launched successfully with minimal risk. This is an exciting position for “drivers” that easily find holes in assembly-lines and build new processes from scratch to make sure operational systems run like fine-tuned machines. This position will report to the Chief Operations Officer of the ICHRA Business Unit.

Requirements

10+ years in healthcare operations or strategy, preferably in the payor and/or management consulting space
5+ years senior leadership experience
A relentless dedication to assembly-line process and rigor
Proven track record of building, scaling, and optimizing operational systems in high-growth or start up environments
Strong analytical and systems thinking capabilities, with the ability to translate insights into durable operational solutions
A hands-on leadership style with the willingness to dive into the details

Nice To Haves

Management consulting background
MBA
Experience with ICHRA, health insurance operations, or fintech environments
Familiarity with AI-driven operational optimization
Optimizing staffing models with highly seasonal demands

Responsibilities

Accountability for the performance, optimization, and evolution of key operational processes: Application intake and submission workflows, ensuring speed, accuracy, and scalability; Carrier engagement and partnership processes, strengthening reliability and strategic alignment; Financial transaction operations, ensuring integrity, reconciliation, and operational efficiency across all payment flows
Process excellence and operational rigor by conducting a deep, data-driven diagnostic of current-state systems, workflows, and performance to identify bottlenecks, failure points, and scaling constraints
Opportunities to leverage automation, advanced analytics, and AI to improve efficiency and enhance stakeholder experience.
System-integrity and processes ironclad with robust error and reporting monitoring, fail-safe mechanisms, and elimination of manual quality checks, where applicable
Cross-functional initiatives from planning through execution. Build business cases to align on ROI, accountability and measurable impact. Ensure solutions are embedded sustainably into operations.
Partnership with Product, Engineering and Data teams to design and implement scalable, tech-enabled solutions, while also leveraging experience and expertise to ensure scope and timelines are achievable
Building and oversee robust launch, training and change management planning for any new technology initiatives impacting the Operations department
Define, monitor, and continuously refine KPIs that provide visibility into operational health, risks, and opportunities
Workforce planning and efficiency by developing dynamic staffing and utilization models that align with demand variability
Partnership with Gravie Care call center and Account Management teams to ensure operational processes enable no lapse in best-in-class member service levels and employer retention
Commitment to core Gravie competencies of being authentic, curious, creative, empathetic and outcome oriented.