Client Operations Lead

Role Description

We are seeking an experienced and highly organized Client Operations Lead to oversee day-to-day operations for our ICHRA service team. This role is responsible for driving accountability, creating operational clarity, and ensuring high-quality support across enrollments, payments, autopay, onboarding, and ongoing client service.

The ideal candidate can lead a team in a fast-moving environment, manage tickets and escalations through completion, improve workflows, and build structure that allows the team to scale. This person will work cross-functionally with leadership, service, sales/quoting, licensing, carrier partners, ICHRA administration platforms, and internal stakeholders to improve visibility, consistency, and member experience.

Key Responsibilities

• Lead the day-to-day operations of the ICHRA team and own team outcomes, not just individual task completion.
• Manage and resolve escalations by driving issues through to completion, including follow-up, deadline management, and proactive communication.
• Build and maintain clear workflows, SOPs, and process documentation for core ICHRA functions, including:
  • Onboarding / intake
  • Enrollments
  • Payments
  • Autopay
• Oversee support/ticketing operations for ICHRA, routing, ownership, and follow-through.
• Track and report on key operational KPIs, including enrollments, payment issues, autopay status, open cases, cancellations, and other service metrics.
• Run recurring team huddles to review prior-week performance, current priorities, blockers, and accountability items.
• Maintain centralized visibility into teams work through shared trackers, Salesforce case management, dashboards, and reporting tools.
• Support the creation and maintenance of internal, employer-facing, and employee-facing guides, FAQs, and process materials.
• Build knowledge resources that reduce dependency on tribal knowledge and improve self-service for team members and internal partners.
• Partner with leadership to identify process gaps, improve workflows, and support scalable ICHRA operations across multiple systems and carriers.
• Coordinate closely with internal stakeholders on carrier processes, licensing/certification constraints, routing logic, and service expectations.
• Help establish proactive service standards so issues are identified and addressed before they become client/member-facing problems.

What Success Looks Like

• The ICHRA team has clear ownership, visibility, and accountability across daily work.
• Escalations are managed proactively and driven to resolution.
• Core SOPs are documented, usable, and consistently followed.
• Leadership has reliable KPI visibility into enrollments, payments, cases, and operational risks.
• Team members have searchable documentation and clearer guidance for handling common questions and workflows.
• Member/Client service becomes more proactive, consistent, and scalable.

Qualifications

• Experience leading or coordinating an operations, service, account management, or benefits support team.
• Strong organizational skills with the ability to manage multiple priorities and drive follow-through.
• Experience building or improving workflows, Standard Operating Procedures (SOPs), process maps, or operational documentation.
• Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms.
• Strong written and verbal communication skills.
• Ability to coach team members, manage accountability, and escalate issues appropriately.
• Experience in health insurance, employee benefits, ICHRA, ACA, or related service operations is strongly preferred.
• Licensing in health & life insurance is a plus.

Preferred Experience

• Experience with enrollment/payment workflows across multiple carrier or administrator platforms.
• Experience using Salesforce or similar case-tracking / workflow systems.
• Background in benefits operations, client support, or team leadership within an agency or service environment.
• Familiarity with KPI reporting, dashboard visibility, and continuous process improvement.

Why this role matters

This role is central to building a more proactive, scalable, and visible ICHRA operation. The right person will help strengthen team accountability, improve member/client experience, reduce operational bottlenecks, and create the structure needed for growth.

Working Conditions / Essential Functions

This position enjoys the benefits and climate control of a quiet office environment. Employees are provided with ergonomically sound workspaces. Work is accomplished at a computer terminal either sitting or standing. Employees must access, input, and retrieve information from the computer system. Comfort and efficiency are considered in employee workspaces. Daily work includes computer interfacing, data entry, communications (electronic and physical), movement throughout the office, attending meetings, etc.

Physical demands include the ability to lift and move objects (typically 0 – 10 lbs.) and visually monitor information/data on a computer screen.

The working environment described above provides a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential duties of the job.

This job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.