Associate Director, Customer Success and Retention - Remote

Overview

Become a part of our caring community and help us put health first. The Customer Success Team (CST) is expanding rapidly, and we’re seeking Associate Directors who are passionate about developing people and driving operational excellence.

In Short

• Focus on building high-performing teams by coaching leaders and growing associate talent.
• Oversee operational execution of campaigns and ensure associates have the necessary skills and support.
• Drive operational readiness and consistency for campaigns and new initiatives.
• Execute test-and-learn pilots and scale successful practices across teams.
• Maintain operational excellence by monitoring performance and process adherence.
• Foster a culture of accountability, inclusion, and continuous improvement.
• Support business-as-usual operations while balancing new initiatives.
• Manage performance, priorities, and productivity in a virtual environment.
• Travel up to 20% for training and leadership meetings.
• Flexibility to work various shifts during peak periods.

Requirements

• Active Health Insurance License or willingness to obtain within 90 days.
• Bachelor’s degree or equivalent work experience.
• 5+ years of leadership experience in a customer service environment.
• Deep understanding of Medicare Advantage or healthcare service operations.
• Experience leading large teams through growth and change.
• Exceptional organizational discipline and adaptability.
• Commitment to inclusive leadership and developing diverse talent.
• Proven ability to manage performance in a remote environment.
• Ability to travel occasionally for business needs.
• Flexibility in work hours during peak seasons.

Benefits

• Competitive medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off and holidays.
• Short-term and long-term disability.
• Life insurance and other opportunities.