Director of Retail Operations at CROSSMARK responsible for retail process and team development. Ensuring operational performance and training for Retail Operations Managers in the company.
About the role
- Senior Manager leading Carrier Operations team at Gusto, driving operational excellence and resolving escalations in insurance processes. Collaborating with various stakeholders to enhance service delivery.
Responsibilities
- Spearhead Carrier Operations execution by resolving escalations across quoting, underwriting, and fulfillment workflows
- Lead, Coach and Develop a team of 9 individual contributors
- Maintain the accuracy of internal plan libraries, rate tables, and carrier underwriting rule systems
- Ensure end-to-end process documentation, system configurations, and data flows are always audit-ready
- Act as the operational point of contact for carrier partners, coordinating escalations, updates, and tactical needs
- Conduct recurring business reviews with partners, focusing on operational performance, SLA adherence, and improvement opportunities
- Partner with R&D, Sales, and other Benefits teams to improve quoting logic, onboarding workflows, and carrier fulfillment processes
- Drive business impact by identifying operational “hot spots” and leading carrier or process-based interventions to resolve them
Requirements
- 7+ years of experience in the health insurance or benefits industry, with deep expertise in underwriting rules, carrier operations, or partnership management
- 5+ years leading operational teams or managing complex cross-functional projects
- Strong operational rigor with a bias for execution and systems thinking
- High data fluency; experience with tools such as Excel, Tableau, or Redash, and comfortable using metrics to inform decisions
- Excellent communication and relationship management skills; able to influence across internal and external stakeholders without authority
- A problem-solver at heart: excited to fix broken systems, reduce friction, and prevent issues from recurring
- Bonus: Experience in high-growth SaaS or brokerage environments, with familiarity in quoting engines, API integrations, or plan configuration systems
Benefits
- Health insurance
- 401(k)s
- Expert HR tools
- Team management tools
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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