Customer Operations Manager (Carrier Strategy and Operations)

Customer Operations Manager (Carrier Strategy and Operations)

About Zorro:

Zorro is a rapidly expanding, cutting-edge technology startup revolutionizing employee benefits. We leverage advanced data analytics, unparalleled product design, and deep benefits expertise to help companies offer more flexible, affordable, user-friendly healthcare coverage. Founded by repeat entrepreneurs and supported by a brilliant team, we are seeking great talent to join our ranks.

What we do:

Zorro specializes in Individual Coverage Health Reimbursement Arrangement (“ICHRA”), a new type of plan changing how companies provide health benefits to their employees. Unlike traditional group coverage, ICHRA allows employers to give each employee a stipend to purchase an individual health plan of their choice. This increases flexibility, controls costs, and improves the entire benefits experience. With the most advanced platform in the industry, Zorro supports the end-to-end ICHRA journey, enabling the true customization of benefits at scale.

Who we’re looking for:

Zorro is looking for a Customer Operations Manager to enhance our customer servicing and operational processes. This role will focus on managing our enrollment operations with insurance carriers and client support for employees–impacting the core of our service effectiveness and client satisfaction.

Key responsibilities:

Our exceptional Customer Operations team is multifaceted in its functions and responsibilities. Members of our seasonal team will work alongside them, assisting in the following areas:

• Carrier Relations: Build and maintain relationships with Zorro’s network of 120+ carrier partners. Represent Zorro and ICHRA and build productive collaborations that allow us to enroll, triage and handle our growing volume of insurance enrollments.
• Enrollment Operations: Establish and manage a comprehensive process for enrolling Zorro members with insurance carriers. Document and build detailed instructions for each carrier operational flow. Create modular, structural representation of the various flows and work with product team to automate and embed these carrier-specific flows across various features in Zorro’s product.
• Enrollment Consultation Operations: Help to manage the work of Enrollment Experts – insurance agents who assist employees with plan selection. Create planning mechanism to estimate demand and generate matching supply of personnel time according to evolving client needs.
• Employee Support: Assist in employee support operations with escalated carrier and plan effectuation issues, including knowledge documentation and chat, email and phone support. Create proactive communications to various segments using complex data features in the Zorro product.
  

Who you are:

• Operations all-star – a true "swiss army knife" who can handle everything from running large-scale processes to diving into the details of audit reports and identifying anomalies.
• Detailed-obsessed – obsessive about accuracy and able to not only endure tediousness but thrive in an environment with massive amounts of details. We deal with financial transactions and insurance applications, and nothing short of 100% accuracy in our operations is acceptable.
• Experienced manager – have experience under your belt managing operational teams, particularly client-facing ones, and collaborating with others to drive impact.
• Tech guru - not just not afraid of learning new tools and getting technical, but thrives on implementing automations and excited to use AI to drive operational efficiency. Experience with Intercom and AI agentic tools a plus.
• Data-wiz – An Excel expert with advanced skills in pivot tables, and comfortable navigating through spreadsheets, dashboards, and product outputs.
• Analytical and quick to learn – sharp understanding of how to build and automate processes alongside the ability to be hands-on and do the day-to-day.
• With a startup attitude – a self-starter with a "get-it-done" attitude, thriving in fast-paced environments with constant challenges and shifting priorities.

Background:

• A BA in Economics, Operations Management, Business Administration, or a related field. MBA or other advanced degree is a plus.
• 6-7+ years of experience in strategy and operations roles in the health insurance industry (e.g. third party enrollment platforms, large brokers with significant IFP business) or growth-stage startups in the insurtech space.

Unlock better benefits with the industry's smartest ICHRA and CHOICE Arrangement solution.