Enrollment Specialist Manager

About This Role

Leading the growing Enrollment team, which is responsible for outreaching and enrolling prospective new members, is the core of this management role. The Enrollment Specialist Manager will oversee a team of Enrollment Specialist Team Leads, driving operational excellence, training effectiveness, and strategic initiatives to meet enrollment goals, and will report directly to the Head of Enrollment Strategy.

Responsibilities

• Directly manage, coach, and develop 3-5 Enrollment Specialist Team Leads
• Be directly accountable for the performance of 30-50 Enrollment Specialists supervised by Team Leads, including enrollment volume, conversion, and quality
• Work closely with Team Leads on performance management and career development conversations with Enrollment Specialists to build and maintain high-performing culture
• Build effective communication channels to ensure Team Leads are appropriately informed and aligned, and that they can surface insights and challenges from their teams
• Build and maintain strong team culture grounded in Thyme Care values
• Intimately understand enrollment team workflows and systems to be able to answer team questions, edge case scenarios, and member escalations
• Closely monitor enrollment team “queue” to identify and resolve data and system issues, ensure proper outreach prioritization, and resolve operational bottlenecks
• Monitor team performance to ensure appropriate workflows are being followed
• Revamp workflows as needed to drive improvements in efficiency and throughput
• Design and implement new workflows in collaboration with cross-functional partners
• Lead change management processes and build clear communication protocols for workflow changes
• Partner with the Quality, Training & Enablement team to identify skill gaps, create continuous feedback loops between QA findings and training, and reinforce training
• Ensure new hires are effectively trained prior to going live, monitor performance closely, and support coaching during their first 90 days to ensure a quick and effective ramp
• Ensure training materials and job aids are up to date and meet operational needs
• Analyze performance data to identify opportunities for improvement
• Lead testing and piloting of new approaches to improve member enrollment rates
• Adapt strategies in response to evolving member needs and market conditions

Requirements

• Strong management experience, ideally having managed managers in addition to individual contributors
• Operational orientation, with successful experience in building, improving, and maintaining effective operational processes and documentation, with a bias for simplicity and efficacy
• Cross-functional leadership skills, able to drive cross-functional initiatives through effective influencing, project management, and communication