Client Operations Lead

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.

Requirements

• 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 (SOP)s, 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:

Benefits

Additional Information

Client Operations Lead Company: Enroll 365 Location: Fully Remote : Salt Lake City, UT / Hybrid Department: ICHRA Operations Reports To: VP of Operations Position Summary 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.

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