Leavitt Group
Client Operations Lead
South Salt Lake City, UT · Vp
Sponsorship not specifiedDetected 43 days ago
SalesforceCRMAccount ManagementLeadershipCommunicationOrganizational Skills
About the role
- We are seeking an experienced and highly organized Client Operations Lead to oversee day-to-day operations for our ICHRA service team.
- This role is responsible for driving accountability, creating operational clarity, and ensuring high-quality support across enrollments, payments, autopay, onboarding, and ongoing client service.
- The ideal candidate can lead a team in a fast-moving environment, manage tickets and escalations through completion, improve workflows, and build structure that allows the team to scale.
Responsibilities
- Lead the day-to-day operations of the ICHRA team and own team outcomes, not just individual task completion.
- Manage and resolve escalations by driving issues through to completion, including follow-up, deadline management, and proactive communication.
- Oversee support/ticketing operations for ICHRA, routing, ownership, and follow-through.
- Maintain centralized visibility into teams work through shared trackers, Salesforce case management, dashboards, and reporting tools.
- Support the creation and maintenance of internal, employer-facing, and employee-facing guides, FAQs, and process materials.
- Build knowledge resources that reduce dependency on tribal knowledge and improve self-service for team members and internal partners.
- Partner with leadership to identify process gaps, improve workflows, and support scalable ICHRA operations across multiple systems and carriers.
- Build and maintain clear workflows,
Requirements
- Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms.
- Experience with enrollment/payment workflows across multiple carrier or administrator platforms.
- Experience using Salesforce or similar case-tracking / workflow systems.
- Familiarity with KPI reporting, dashboard visibility, and continuous process improvement.
- Comfort and efficiency are considered in employee workspaces.
- Physical demands include the ability to lift and move objects (typically 0 - 10 lbs.) and visually monitor information/data on a computer screen.
- This job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.
- Experience leading or coordinating an operations, service, account management, or benefits support team.
- Strong organizational skills with the ability to manage multiple priorities and drive follow-through.
- Experience building or improving workflows, Standard Operating Procedures (SOP)s, process maps, or operational documentation.
- Strong written and verbal communication skills.
- Ability to coach team members, manage accountability, and escalate issues appropriately.
- Experience in health insurance, employee benefits, ICHRA, ACA, or related service operations is strongly preferred.
- Licensing in health & life insurance is a plus
- Background in benefits operations, client support, or team leadership within an agency or service environment.
- Why this role matters
Nice to have
- Preferred Experience
Company info
- Reports To: VP of Operations
- Position Summary
- Build and maintain clear workflows, SOPs, and process documentation for core ICHRA functions, including:
- Onboarding / intake
- Enrollments
- Payments
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This listing is sourced directly from Leavitt Group's careers page and normalized into a canonical job model.