Manager, Customer Operations

Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

A little more about the role:

We’re looking for a Manager, Customer Operations to lead Gravie’s Implementation team—a critical function that ensures our clients have a smooth and successful onboarding and renewal experience. In this role, you’ll be both a strategic leader and hands-on contributor, working across departments to deliver an exceptional customer experience that reflects Gravie’s mission and values.

You will serve as a subject matter expert and people leader, overseeing the daily operations of the Implementation team, identifying opportunities to streamline processes, and ensuring team alignment with company goals. You’ll collaborate cross-functionally with Sales, Account Management, Product, and external vendor partners to create seamless transitions from new sale through implementation and renewal. As a leader, you will foster a culture of accountability, excellence, and continuous improvement.

This role is ideal for someone who is energized by leading teams, solving complex problems, and delivering operational excellence in a mission-driven organization.

You will:

·       Lead and mentor a team of Implementation Managers and Implementation Coordinators; including coaching, development and individual performance management

·       Attend and participate in weekly Manager meetings

·       Facilitate weekly Implementation team meetings

·       Monitor Salesforce Dashboards to ensure Implementation Department goals are met

·       Serve as a project manager for identified projects, ensuring clear communication and collaboration with the team.

·       Assist with Manager Quality Audits

·       Educate team members (with a focus on new hires) on Gravie’s processes and procedures

·       Continuously improve the process flow map of all tasks across implementations and renewals, and make recommendations for process improvement and efficiency

·       Work with the Sales team to ensure Sales rep needs are met while transitioning new sales to the implementation team

·       Manage expectations with Sales and Account Management teams around implementation and renewal turnaround times and deadlines

·       Partner with HPA to ensure timely progress/completion on all Javelina set-ups

·       Oversee vendor partnerships that are critical in the implementation and renewal support process

·       Maintain and continuously refine a library of process and procedural documentation

·       Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented

You bring:

·       Bachelor’s degree in business or a related field

·       3+ years of implementations, project management, account management or related experience preferably in the health benefits industry

·       A high degree of organization, accuracy and detail-orientation

·       Strong customer service skills

·       An ability to multitask numerous different projects simultaneously

·       An obsession with hitting deadlines and making sure work is delivered on-time

·       Excellent written and verbal communication skills

·       Demonstrated success in multi-departmental problem solving

·       Experience with Salesforce, or a similar Customer Relationship Management system

Extra credit:

·       Previous network or TPA experience

·       Previous management experience

Gravie: 

In order to transform health insurance and build a health plan everyone can love, we need talented people doing amazing work. In exchange, we offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above average total rewards package.

The salary range for this position is $84,000 - $141,300 annually. Numerous factors including, but not limited to, educations, skills, work experience, certifications, etc. will be considered when determining compensation.

Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, cell phone reimbursement, transportation perks, education reimbursement, and 1 week of paid paw-ternity leave. 

A Little More About Us:

·       We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.

·       We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.

·       Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common.

·       Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.