Director of Operations (Individual Insurance)
Director of Operations
Focus Areas: Individual Health & ICHRA | Service Excellence | Product Alignment | Process Optimization
Position Overview
We are seeking a strategic, hands-on Director of Operations to lead and optimize our operational strategy across our core pillars—Individual Health Insurance, ICHRA solutions, and Client Service Delivery. This role is critical in ensuring our processes are scalable, compliant, and aligned with growth goals while delivering exceptional value to clients.
You will collaborate closely with leadership, cross-functional teams, and partner organizations (e.g., TPAs, GBS, Leavitt) to ensure operational excellence and service consistency.
Key Responsibilities
Service Operations
Oversee the end-to-end client service lifecycle—from enrollment support to ongoing ICHRA administration.
Build, mentor, and manage a high-performance service team (in-house or partner-supported) focused on client satisfaction and retention.
Define and monitor Service Level Agreements (SLAs) for both internal teams and external partners.
Implement quality assurance procedures and feedback loops to continuously improve service consistency.
Product Operations (ICHRA & Individual Health)
Partner with Product and Sales teams to streamline onboarding, quoting, and eligibility workflows.
Lead operational readiness for new product offerings (e.g., embedded HRA administration, subsidy decision tools).
Ensure regulatory compliance with CMS, ACA, HIPAA, and other relevant requirements.
Serve as the operational liaison to technology vendors (e.g., Take Command, Zizzl, WEX).
Process Development & Optimization
Design and document core workflows across quoting, onboarding, servicing, and renewals.
Establish Standard Operating Procedures (SOPs) with clear accountability metrics.
Identify and implement automation opportunities using CRM, quoting tools, and integrated platforms.
Lead internal audits and process reviews to ensure scalability and reduce manual work.
Leadership & Strategic Support
Partner with leadership to set operational goals, track OKRs, and conduct quarterly business reviews.
Translate strategic priorities into tactical, measurable initiatives.
Lead cross-functional projects to improve service delivery, cost efficiency, and client experience.
Qualifications
3–5 years in operational leadership, ideally in healthcare, benefits, or insurance.
Experience leading high-growth environments, remote teams, and partner-driven operations.
Proven success in workflow optimization, automation, and process scaling.
Strong organizational, communication, and leadership skills.
Working Conditions
Primarily office-based in a quiet, climate-controlled environment.
Requires extended periods of computer work and team collaboration.
Ability to lift up to 10 lbs. and visually monitor data on-screen.
Occasional travel for client events (e.g., health fairs, presentations).
Reasonable accommodations available for qualified individuals.
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The Leavitt Group is a privately-held insurance brokerage. The company provides its clients with insurance market access and a wide range of services and resources including employee benefits solutions, property and casualty insurance, risk manage...
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