Manager, Contracting Operations - Spark Advisors
New York City, NY
About the Job
About Spark Advisors
We're Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.
In just four years, we've partnered with over 5,000 brokers and enrolled over 100,000 beneficiaries, making us the fastest-growing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we've maintained an NPS of 91, a client retention rate of 93%, and we've helped brokers grow on average >100% since partnering with us.
It's an exciting time to be at Spark. Our diverse, remote-first team comes from leading technology, healthcare, and insurance companies, and has grown from 40 to 70 in the last year. Most recently, we've raised a Series B from leading investors who share our ambition.
Join us: we're always on the lookout for sharp, talented, empathetic teammates.
Summary
Spark is hiring a Manager of Contracting Operations responsible for ensuring our agents continue to receive the industry's best contracting services while we grow and scale our agent footprint. This role will require extensive experience leading high-performing operations teams that streamline internal processes while working directly with external partners. It requires an obsession with driving efficiency, extreme attention to detail, and passion for process-design.
You will report directly to the Director of Agency Operations and partner with them closely to ensure fast feedback loops while we upgrade our internal systems.
Key Responsibilities
Establish the north star for the contracting operations team
Hire, train, and performance manage a team of 8 - 10 associates
- Balance workload across many types of tasks
- Determine & track SLAs
- Hold associates accountable through reporting and quality assurance processes
- Hire effectively to ensure we can support contracting volume
- Resolve escalations when things go wrong
Drive team efficiency
- Identify opportunities to automate internal processes, and increase efficiency per employee by changing policies and processes
- Flag recurring inbounds and reduce them by coordinating with marketing, product, and support teams
- Advocate for product investments that will push agents to self-serve and/or streamline their requests
Maintain 3rd party tools to assist with volume reduction and team efficiency
Provide feedback to the organization around agent behavior
Skills Knowledge and Expertise
- Extensive experience building high-performing operations or support teams
- Relentless focus on driving process efficiencies
- Extreme attention to detail
- Analytical and innovative mindset; comfort with dashboards and reporting.
- Passion for improving the user experience
- Ability to influence and lead others through empathy
- Excellent written and verbal communication skills
Compensation
Our salary ranges are based on paying competitively for our company's size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Spark. In accordance with New York City, Colorado, California, and other applicable laws, Spark is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is listed below. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.
Why you should join our team
By joining Spark, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the brokers and beneficiaries we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.
We strive to help you and your family thrive. We're committed to supporting your happiness, healthiness, and overall well-being by providing a comprehensive benefits program. In addition to your base salary, we also offer:
- Equity compensation
- Health care, including dental and vision through our PEO Sequoia
- Flexible work location; co-working available
- 401k
- Paid Time Off
- Monthly Remote Work Stipend (help cover costs of home-office needs)
- Paid Parental Leave
- Up to 12 weeks for birthing parents
- Up to 8 weeks for non-birth parents
- 11 paid holidays
- Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
At Spark, we are committed to hiring the best team to serve our clients regardless of their background. We need diverse perspectives to reflect the diversity of our problems and the population we serve. We look to hire people from a variety of backgrounds, including, but not limited to, race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.