Location: Boca Raton, FL (Hybrid) - travel to Scottsdale, AZ and other sites as needed Department: Operations & Client Experience | Reports to: Max Weinstein Director of Operations Direct Reports: Retention Specialists, Client Success Leads, Escalations/QA, Disenrollment, Workforce Mgmt

THE ROLE

We’re hiring a Customer Service & Retention Manager to own the post-sale lifecycle across Medicare and health insurance products. You will architect the end-to-end retention motion, lead national service teams, and partner with Sales, Compliance, and Technology to boost lifetime value, protect persistency, and elevate consumer experience. This is a hands-on builder role for a leader who can use our technology, think several moves ahead, and push the organization to higher standards.

TEAMS & ROLES YOU’LL STAND UP/OVERSEE (HIRING PLAN INSIGHT)

• Retention Specialists (Core): save-a-sale, renewal readiness, SEP education, cross-sell.
• Onboarding/Welcome Squad: post-enrollment education, benefits activation, autopay setup, PCP selection support.
• Lifecycle Marketing Ops: builds email/SMS/IVR journeys, templates, and tests in GorillaHub; partners with Marketing on content.
• Escalations & Advocacy Desk: rapid response for complex issues and carrier coordination.
• Quality Assurance & Training: call scoring, calibration, micro-trainings, knowledge base upkeep; partners with Sales Enablement.
• Workforce Management (WFM): forecasting, scheduling, shrinkage, and intraday management.
• CX/BI Analyst: reporting, cohorting, churn models, A/B testing, and cause analysis.