About Zorro:
Zorro is a rapidly expanding, cutting-edge technology startup revolutionizing how companies deliver employee benefits. Founded by repeat entrepreneurs and supported by a brilliant and growing team, our mission is to build the end-to-end financial platform for healthcare — a system that personalizes benefits for every individual, streamlines costs for employers, and ensures the entire experience works in people’s favor.
We specialize in the Individual Coverage Health Reimbursement Arrangement (”ICHRA”), a transformative new benefit that replaces old one-size-fits-all group health plans. With ICHRA, employers provide tax-free funds, and employees get to choose the health insurance that's right for them.
Zorro's platform makes this new freedom simple. We guide employees through the entire process, helping them fully understand their needs, get the best coverage for them and their families, and smartly take care of their health-related finances. This flips the old benefits model on its head, putting control and personalization at the center of healthcare. With the most advanced platform in the industry, Zorro supports the end-to-end ICHRA journey, enabling the true customization of benefits at scale.
About the role:
Zorro is looking for a Customer Operations Manager to enhance our customer servicing and operational processes. This role will focus on managing our enrollment operations with insurance carriers and client support for employees — impacting the core of our service effectiveness and client satisfaction.
Key responsibilities:
- Carrier Relations: Build and maintain relationships with Zorro’s network of 120+ carrier partners. Represent Zorro and ICHRA and build productive collaborations that allow us to enroll, triage and handle our growing volume of insurance enrollments.
- Enrollment Operations: Establish and manage a comprehensive process for enrolling Zorro members with insurance carriers. Document and build detailed instructions for each carrier operational flow. Create modular, structural representation of the various flows and work with product team to automate and embed these carrier-specific flows across various features in Zorro’s product.
- Enrollment Consultation Operations: Help to manage the work of Enrollment
Experts — insurance agents who assist employees with plan selection. Create planning mechanism to estimate demand and generate matching supply of personnel time according to evolving client needs. - Employee Support: Assist in employee support operations with escalated carrier and plan effectuation issues, including knowledge documentation and chat, email and phone support. Create proactive communications to various segments using complex data features in the Zorro product.
Who you are:
- Operations all-star – A true "swiss army knife" who can handle everything from running large-scale processes to diving into the details of audit reports and identifying anomalies.
- Detailed-obsessed – Obsessive about accuracy and able to not only endure tediousness but thrive in an environment with massive amounts of details. We deal with financial transactions and insurance applications, and nothing short of 100% accuracy in our operations is acceptable.
- Experienced manager – Have experience under your belt managing operational teams, particularly client-facing ones, and collaborating with others to drive impact.
- Tech guru - Not just not afraid of learning new tools and getting technical, but thrives on implementing automations and excited to use AI to drive operational efficiency. Experience with Intercom and AI agentic tools a plus.
- Data-wiz – An Excel expert with advanced skills in pivot tables, and comfortable navigating through spreadsheets, dashboards, and product outputs.
- Analytical and quick to learn – Sharp understanding of how to build and automate processes alongside the ability to be hands-on and do the day-to-day.
- With a startup attitude – A self-starter with a "get-it-done" attitude, thriving in fast-paced environments with constant challenges and shifting priorities.
Qualifications:
- A BA in Economics, Operations Management, Business Administration, or a related field. MBA or other advanced degree is a plus.
- 6-7+ years of experience in strategy and operations roles in the health insurance industry (e.g. third party enrollment platforms, large brokers with significant IFP business) or growth-stage startups in the insurtech space.
Why join Zorro?
- Disruptive mission: Be part of a team reinventing a trillion-dollar industry.
- High impact: Your work will power critical decisions for thousands of employees and their employers.
- Elite team: Work with repeat entrepreneurs and a group of no-ego, high-horsepower builders driven to create a new benefits paradigm.
- Grow with us: Great opportunity to grow with the team and company as we scale.