VP, Operations and Client Partnerships

NFP•Norwell, MA

22h

About The Position

The Vice President of Operations and Client Partnerships is responsible for leading and optimizing multiple organizational functions, including sales, operations, client relations, technology application, change management, sales support, and process improvement for our growing intermediary and Individual Coverage Health Reimbursement Arrangement (ICHRA) business. This role sets strategic direction, drives innovation, and ensures the successful execution of programs to enhance service delivery, efficiency, and customer satisfaction. The VP collaborates with cross-functional teams to align processes, manage diverse teams, and influence key stakeholders, leveraging experience in the health insurance industry to address industry-specific challenges and compliance requirements.

Requirements

Bachelor's degree in Business, Healthcare Administration, Operations Management, or a related field.
Minimum of 8-10 years of experience working for a health insurance carrier or a health insurance exchange, with a focus on operations and enrollment, and the technology solutions supporting these functions.
Strong leadership skills with experience managing dynamic, diverse teams and influencing at all organizational levels.
Proven track record in change management, process improvement, and implementing technology-driven solutions.
Demonstrated success in client partnerships, strategic planning, and cross-functional collaboration.
Proficiency with data analytics tools, project management software, and customer relationship management (CRM) systems.

Nice To Haves

Experience and knowledge in the ICHRA space is a plus.

Responsibilities

Oversee all sales and operational functions, including enrollment, eligibility, vendor management, carrier and client partnerships, ensuring compliance and quality service delivery.
Develop and execute strategies to strengthen carrier, client and ICHRA Administrator partnerships, maximize customer satisfaction, and drive retention across business segments.
Lead process improvement initiatives, implementing methodologies and automation to enhance operational efficiency and service delivery.
Direct cross-functional teams to manage account enrollments, renewals, and product configurations, collaborating with sales, IT, finance, and other departments.
Drive change management initiatives, navigating organizational transitions, optimizing processes, and fostering a culture of continuous improvement.
Oversee strategic projects such as development and implementation of ICHRA strategies, open enrollment management and system implementations, ensuring alignment with the organization’s strategy and business model.
Utilize data analytics to identify trends, assess risks, and inform decision-making to drive operational and strategic improvements.
Mentor and develop high-performing teams, implementing career development programs and fostering a culture of accountability and growth.