About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
The COBRA Operations Manager leads a client-and participant-facing support team who ensure compliance while offering empathy to COBRA participants. This is a player coach role, responsible for process oversight and improvement to the way we administer COBRA to our clients and participants. This role is accountable for driving efficiency in operations while creating an environment that supports quality and high levels of client and participant satisfaction.
Responsibilities
- Align with ThrivePass culture, purpose, and quarterly goals.
- Demonstrate expertise in all facets of the COBRA administration lifecycle; have working knowledge of the employee benefits landscape.
- Demonstrate strong knowledge of COBRA technology systems and administrative processing activities.
- Develop processes and procedures for implementations, ongoing operations and strategic ThrivePass partnerships.
- Partner with product and engineering teams to define a scalable process for resolving product bugs and customer issues and provide feedback from customers to enhance the user experience.
- Lead, coach, and train support team to ensure quality, productivity, and risk mitigation, while setting tone for simultaneously balancing compliance and empathy.
- Act as a financial steward of the company, managing LaborEfficiency Ratios and supporting healthy margins.
- Serve as the final point of escalations for clients, and triage with the Executive team as necessary.
- Create and manage staffing models to ensure a balance between organization profitability and capacity.
- Perform ongoing gap analysis; define and execute improvements in process. Leverage call handling, IVRand ticket data and insights to uncover operational improvement opportunities and maintain a library of training materials, FAQs and playbooks related to ticket intake, ticket resolution, call handling, call resolution, client escalation and incident management.
- Develop and execute program strategies to align with customer goals; test and refine strategies based on program performance.
- Identify and prioritize opportunities to optimize and enhance customer experience through customer feedback, customer monitoring, and partnership with our Relationship Management team.
- Ensure team performance and achievement of KPIs through team meetings, daily stand ups, 1:1s, coaching and performance reviews.
- Develop standard operating procedures to ensure existing KPIs are met, while building upon established KPIs to track performance as the organization scales.
Requirements
- Bachelor’s degree in Business Administration (or equivalent).
- 3-7 years’ experience managing a COBRA team, or similar role
- Must be able to demonstrate expertise in COBRA and administration platforms.
- Ability to lead strategic benefits conversations internally, with clients and with partners
- Proven ability to collaborate across internal teams to drive results and resolve client and member issues
- Innate curiosity with a desire and an ability to grasp new concepts quickly.
- Takes initiative to uncover/develop solutions prior to escalating issues.
- Ability to take on new projects and easily transition between tasks.
- Team player who is receptive to coaching and adaptive to change.
- Exceptional written and verbal communicator with the ability to engage with internal or external professionals at a senior level.
Salary Offered
$90,000-$100,000/annually
Benefits Offered
- Health, Dental, and Vision Insurance
- Life and AD&D Insurance
- Short-and long-term disability insurance
- Maternity and Paternity Leave
- 401K with employer match
- 5-and 10-year sabbatical program
- Employee Assistance Program (EAP)
- Voluntary Benefits
- Monthly Employer Contributions to Employee ThrivePass Account
- Annual Learning and Development Funds
- Generous Paid Time Off (PTO) Policy
Additional Information
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
the benefits suite
