Retail Sales Operations Analyst

Role Description

The Retail Sales Operations Analyst serves as a key business partner supporting the Affordable Care Act (ACA) Exchange/Marketplace and Medicare sales operations through reporting, analytics, system administration, vendor management, and broker support.

Work Arrangement:

• Fully remote position with the flexibility to work from anywhere within the United States.
• Standard work schedule aligns with Eastern Time (EST) business hours.
• Reliable high-speed internet is required to support daily job responsibilities, with a minimum of 50 Mbps download and 5 Mbps upload speeds.
• Remote associates in states where reimbursement is required by law, regulation, or contract may be eligible for reimbursement for internet service.

Responsibilities:

• Manage onboarding and appointment processes for brokers, insurance agencies, and Field Marketing Organizations (FMOs).
• Oversee agent credentialing processes and maintain associated systems and databases.
• Serve as the primary point of contact for agent appointment, credentialing, and system access issues.
• Develop, maintain, and enhance reports, dashboards, and data visualizations to support Growth, Strategy, and Sales Operations initiatives.
• Produce and distribute daily, weekly, monthly, and ad hoc reports, including sales dashboards, agent appointment tracking, and Ready-to-Sell reporting.
• Prepare, present, and communicate data findings and recommendations to business leaders and stakeholders.
• Develop and maintain vendor governance reporting and dashboards to measure operational performance and support decision-making.
• Independently manage vendor relationships, facilitate recurring business reviews, and monitor adherence to service level agreements (SLAs).
• Gather, document, and oversee business requirements related to vendor system configurations, testing, and implementation activities.
• Create and maintain audit tracking tools and reporting mechanisms to support agent oversight and compliance activities.
• Serve as a subject matter expert (SME) for agent appointment systems, commission processes, Electronic Data Exchange (EDE), Customer Relationship Management (CRM) platforms, and Exchange sales operations.
• Document business processes, best practices, and user guides while providing training and support on new system enhancements and features.
• Partner with vendors, Information Systems, and business stakeholders to troubleshoot and resolve system-related issues.
• Research and respond to broker and agent inquiries received through shared mailboxes.
• Monitor, maintain, and optimize agent appointment and sales support systems.
• Identify trends, operational challenges, and opportunities to improve processes and system performance.
• Assist with agent training programs and the development of training materials.
• Act as a liaison between Sales Operations, Growth, Compliance, Technology, and external partners to support strategic initiatives.

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience.
• 3 to 5 years of experience in healthcare, managed care, insurance, sales operations, business intelligence, or a related analytical role.
• Experience developing and maintaining Tableau dashboards, reports, and data visualizations, data modeling, and business intelligence reporting tools.
• Advanced Microsoft Excel and PowerPoint skills, including PivotTables, formulas, data manipulation, reporting, and the ability to create professional executive-level presentations.
• Experience in ACA Marketplace/Exchange products, enrollment processes, and distribution channels.
• Creating operational reports, performance tracking tools, and business metrics.
• Familiarity with NIPR, agent appointment processes, licensing, credentialing, and broker onboarding.
• Experience with CRM platforms and agent onboarding or compensation systems, including system configuration and automation.
• Experience supporting vendor management, governance reporting, and operational performance monitoring.

Skills & Abilities

• Strong analytical and problem-solving skills with the ability to interpret complex data and identify business opportunities.
• Ability to translate data into meaningful insights and recommendations for stakeholders.
• Strong project management and organizational skills with the ability to manage multiple priorities and deadlines.
• Excellent verbal and written communication skills, including presenting data to leadership and business partners.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Strong attention to detail and commitment to data accuracy and quality.
• Ability to build relationships with vendors, brokers, FMOs, and internal stakeholders.
• Knowledge of healthcare sales operations, Exchange programs, agent appointment processes, and broker support functions.
• Ability to evaluate business needs, identify process improvements, and support technology-driven solutions.
• Strong time management skills with the ability to manage projects, deliverables, and reporting schedules in a fast-paced environment.