Head of Operations

About This Role

This role involves leading the strategy and execution of Account Management and Implementation for ICHRA, focusing on service delivery and client retention. The Head of Operations will oversee a growing team, establish scalable processes, and drive operational excellence in employee benefits.

Responsibilities

• Provide oversight and guidance for a growing team of 7+ FTE, building a culture of accountability, collaboration, and high performance
• Develop and implement a hiring and cross-training model that supports rapid organizational growth
• Build upon existing systems and processes to create scalable, efficient account renewal and client service models
• Define, refine, and track KPIs focused on client retention and satisfaction, ensuring teams consistently meet or exceed goals
• Continuously review and optimize workflows across Account Management & Implementation; leverage data and analytics for sound decision-making
• Identify opportunities for process automation, collaborating with product and engineering teams to implement effective solutions
• Mitigate escalations when needed and provide executive-level oversight during sensitive conversations with employers and brokers
• Partner with Sales to ensure smooth handoffs from new client sales into implementation
• Ensure teams have comprehensive product knowledge, ongoing training, and continuous learning opportunities

Requirements

• 5+ years leading Account Management and/or Operations
• Experience in the employee benefits space
• Proven success in leading, coaching, and scaling high-performing teams
• Highly organized, detail-oriented, and deadline-driven with strong project management skills
• Experience creating and implementing scalable processes from the ground up
• Strong client support and relationship management skills with a commitment to delivering exceptional service
• Hands-on leader with a proactive, solutions-oriented approach and the ability to thrive in a fast-paced environment

Qualifications

• A Bachelor's degree is required
• Minimum of 5 years leading Account Management and/or Operations, ideally in the employee benefits space

Benefits