Director of Operations

At SimplyInsured we are on a mission to eliminate fear in health insurance.

Health insurance is complicated, expensive, and really important - so it tends to create fear for most people; our goal is to reduce that fear as much as possible. 

We specifically work with small business owners who have the enormous task of purchasing the right type of insurance for their employees and their families. With more than 20,000 customers and several major partnerships including Intuit and Square, we're growing quickly and disrupting this convoluted and confusing industry by making it more transparent and fully accessible to everyone. We got our start in the Y-Combinator incubator, and have been funded by top-tier investors at Polaris Partners, Bessemer Venture Partners, New York Life Ventures and AltaIR Capital. 

Job Summary:

We’re hiring a Director of Operations who can efficiently engage and manage our amazing team of managers, team leaders, and team members and provide an exceptional experience for our customers. With thousands of interactions with customers on a monthly basis, it is critical to ensure the team is performing at the highest level of quality and productivity.

This position will require a strong bias to action to resolve issues with urgency, the ability to leverage data to make decisions and improve processes, and exceptional leadership experience. The role will work closely with and report to the Chief Operating Officer. As the leader of the front-line team, you will use your experience in motivation, coaching, and data analysis to keep the team focused on the targets and producing at a high level, matched with high quality.

What You'll Do:

• Continuously evaluate and improve operational processes to enhance efficiency and quality, with a specific emphasis on optimizing the customer journey to improve conversion and retention rates and to deliver outstanding customer satisfaction
• Utilize data-driven insights to inform decision-making and identify opportunities to optimize conversion funnels and reduce churn rates
• Build customer loyalty by assessing and driving strong net promoter and customer satisfaction scores across the customer experience 
• Develop and execute strategies to reduce customer churn rates, including implementing proactive customer success initiatives and addressing root causes of churn
• Build and lead a high-performing team of digital operations professionals, providing mentorship, guidance, and support for their career development 
• Collaborate closely with departments such as Product and Partnerships to ensure seamless …