Operations Manager

EnrollHere is on a mission to make healthcare enrollment simple, transparent, and accessible for everyone. We partner with organizations nationwide to deliver streamlined technology and exceptional customer experiences, ensuring members can access the coverage they need with confidence. Our fully remote team thrives on collaboration, innovation, and a shared commitment to improving the enrollment journey for all.

The Operations Manager will oversee daily workflows, call routing, and affiliate marketplace operations to ensure seamless execution, compliance, and performance optimization. This role works cross-functionally to maintain operational efficiency, support customer success, and improve processes across the organization.

Responsibilities

Operational Workflow & Call Flow Management

• Maintain and monitor daily operational workflows across departments.
  
  
• Assist in routing and queue marketplace management to ensure consistent, efficient call flows aligned with campaign requirements.
  
  
• Coordinate with internal teams and partners to adjust routing for performance and compliance.
  
  
• Proactively identify bottlenecks or inefficiencies in call flows.
  
  
• Recommend and implement process automation to improve efficiency and reduce manual work.
  
  
• Collaborate with tech/product teams to enhance dialer platform routing capabilities and performance reporting.
  
  

Operational Support & Coordination

• Track daily tasks and manage cross-functional priorities.
  
  
• Maintain operational dashboards and performance reports.
  
  
• Ensure communication loops between teams to prevent operational gaps.
  
  

Customer Support & Success

• Monitor escalations and ensure timely follow-up on client-facing issues.
  
  
• Support customer success teams with renewal tracking, onboarding follow-up, and resource distribution.
  
  
• Document and share customer feedback to inform process and product improvements.
  
  

Marketplace Operations

• Monitor affiliate call traffic for quality, compliance, and performance.
  
  
• Address traffic issues with actionable feedback to partners.
  
  
• Maintain updated offers and configurations within the affiliate marketplace.
  
  
• Keep documentation and dashboards accurate and current.
  
  

Onboarding & SOP Management

• Coordinate new client onboarding workflows and ensure resource distribution.
  
  
• Assist in creating, organizing, and enforcing Standard Operating Procedures (SOPs).
  
  

Risk Management

• Develop contingency plans to maintain call flow continuity during outages, partner downtime, or compliance escalations.
  
  

Compliance & Quality Control

• Help enforce compliance with CMS, TCPA, and other regulations.
  
  
• Maintain documentation of compliance checks, audits, and traffic quality reports.

• 1–2 years in operations, customer success, or technical support in SaaS, call center tech, or lead generation.
  
  
• Experience with call routing, queue management, and dialer operations.
  
  
• Strong attention to detail; ability to maintain dashboards, SOPs, and accurate documentation.
  
  
• Ability to manage day-to-day workflows across multiple teams and adjust routing quickly.
  
  
• Familiarity with KPI tracking and operational reporting tools (Excel, Google Sheets, BI dashboards, Elasticsearch/Kibana).
  
  
• Understanding of CMS, TCPA, and other relevant compliance frameworks.
  
  
• Excellent problem-solving and follow-up skills to address operational bottlenecks or quality issues.