Note: The job is a remote job and is open to candidates in USA. Leavitt Group is seeking an experienced Client Operations Lead to oversee day-to-day operations for their ICHRA service team. This role is responsible for driving accountability, creating operational clarity, and ensuring high-quality support across enrollments, payments, and client service.
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
Skills
- 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
- 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
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