Channel Operations Lead

Life is too short to work with jerks.


Join our team at NCD, a top-tier insurance provider, consisting of a unique and eclectic group of winners, nerds, and gamers who balance a fun, kind, and thoughtful approach to life with an unwavering commitment to unparalleled member satisfaction. Our ecosystem is rooted in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven.


We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.


If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let's drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.


Summary

The Channel Operations Lead is an execution-focused operator supporting the day-to-day operating system behind NCD's external growth channels. Reporting to the Director of National Accounts, this individual contributor role helps maintain operational consistency, routing, partner enablement logistics, quality control, and performance reporting - so the channel function can grow predictably and reliably.

This role is the connective tissue between strategic direction and channel execution. The ideal candidate is a process-driven operator who thrives in a high-cadence environment, takes pride in keeping complex workstreams organized and on track, and brings a proactive mindset to identifying and resolving bottlenecks before they become problems.

This is an excellent opportunity for someone who enjoys supporting operating processes, values cross-functional collaboration, and is eager to grow alongside a team that is expanding its external distribution footprint.

Key Responsibilities

Channel Execution & Operating Rhythm
• Support the weekly operating cadence: queue review, prioritization, SLA tracking, and follow-through across all active channel workstreams.
• Manage intake → triage → assignment workflows and maintain a single source of truth across CRM and operational trackers.
• Ensure nothing is dropped across handoffs; escalate risks early with clear options and ownership.

Partner & Channel Enablement
• Coordinate partner onboarding steps, readiness checklists, enablement materials, and deliverable tracking.
• Manage partner logistics including scheduling, follow-ups, and link/asset tracking, as well as internal dependencies required to keep partners moving forward.

Quality Control & Compliance Support
• Implement QA checkpoints to validate that inputs and outputs meet internal requirements before handoffs occur.
• Maintain process documentation, SOPs, and artifacts needed for auditability and consistency across the channel function.

Reporting & Performance Hygiene
• Assist with weekly reporting on volume, throughput, cycle time, conversion, and SLA adherence.
• Identify operational bottlenecks and recommend improvements to increase speed, quality, and partner experience.

What You Bring
• A hands-on operator's mindset - you own your workstreams end-to-end and don't wait to be asked twice.
• Strong process design instincts with the ability to document, improve, and scale workflows.
• Capacity for managing multiple concurrent workstreams, deadlines, and cross-functional stakeholders.
• Proficiency with operational tooling - CRM, project management platforms, spreadsheets, and dashboards.
• Clear, concise written communication with the ability to deliver exec-ready updates and status reports.
• A collaborative, positive attitude and genuine eagerness to grow with a fast-moving team.

Qualifications
• 3+ years of experience in operations, program management, partner operations, growth operations, revenue operations, or a similar execution-focused role.
• Demonstrated ability to build and maintain operating rhythms, SOPs, and "single source of truth" reporting.
• Strong analytical and organizational skills with attention to detail in high-volume environments.
• Experience working across external-facing channels (partners, affiliates, lead gen, referrals, or similar) preferred.
• Comfort working with ambiguity and iterating processes quickly in a scaling environment.
• Associate's or Bachelor's degree in Business, Operations, or a related field preferred (or equivalent experience).

NCD Benefits
• Company-paid health, dental, life, and disability insurance
• 401(k) with employer match
• Opportunity for professional development
• Work from home allowance and support
• Positive work environment