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Collective Health is transforming how employers and their people engage with health benefits through integrated technology, service, and user experience design. As Senior Client Operations Manager, you'll be a key member of the Client Success team, building strong partnerships with employers and managing day-to-day client relationships.
You'll support an assigned portfolio of clients by providing responsive, high-quality service focused on their needs. Key responsibilities include managing administrative tasks (invoicing, deliverables, reporting, issues tracking), developing process improvements for team effectiveness, and building lasting client partnerships. You'll represent the client voice internally, ensuring products and services meet their needs, and facilitate regular discussions to address escalated issues quickly.
You'll collaborate across internal teams to solve problems, enhance features, and provide training on billing, claims, and service processes. You'll analyze employer reports to provide analytics support and insights, proactively monitor performance metrics and SLAs, and escalate risks to leadership. You'll also lead and manage a small team of Client Success Associates, helping to de-escalate concerns and identify trends in client issues.
Success requires 5+ years of account management experience in healthcare, excellent communication and project management skills, strong problem-solving abilities, and demonstrated client relationship management expertise. You should be analytical, detail-oriented, self-motivated, and able to work autonomously in a fast-paced, changing environment. Up to 10% travel may be required.
