Remote Type: Remote (USA)
Portland, OR
Time Type: Full time
Requisition ID: REQ005876


Description:

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary: The Manager of the Enrollment Call Center leads the strategic direction, operational oversight, and performance of a high-impact call center dedicated to employee benefits enrollments. This role ensures the delivery of exceptional client value and internal service by guiding enrollment operations, maintaining cross-functional relationships, optimizing system integrations, and ensuring compliance. The manager collaborates with internal and external partners to support the customer journey from onboarding through ongoing servicing, while fostering a culture of continuous improvement and accountability across the team.

Principal Duties and Responsibilities:

Team Leadership & Operations

• Lead a team of 10–15 licensed insurance agents, ensuring enrollment execution meets quality and service expectations.

• Conduct regular coaching, training, performance reviews, and development planning.

• Oversee scheduling, time tracking, and payroll submission.

• Manage full lifecycle of enrollment counselors including onboarding, offboarding, and contractor oversight.

• Support professional development and promote engagement among staff.

Strategic Planning & Performance Optimization

• Develop and execute enrollment strategies aligned with organizational goals.

• Analyze data to identify performance trends and inform real-time adjustments.

• Own perpetual tasks such as recurring client reporting, new hire onboarding, and follow-up metrics post-enrollment.

• Drive adoption of best practices and improvements based on enrollment debriefs.

Organizational Integration & Technology Enablement

• Serve as the operational lead for telephony and systems transitions, including Avaya/CMS to NICE CXOne.

• Liaise with IT Project Managers, Engineers, and vendors (e.g., NICE/TTEC) to ensure systems function optimally.

• Train team members on new systems and tools, including onboarding platforms such as Asana.

• Oversee CRM and microsite optimization for outbound and inbound interactions.

Cross-Functional Collaboration

• Coordinate workflows with Customer Care, Underwriting, Sales, Enrollment Success, Licensing, and Commissions teams.

• Ensure benefits counselors have access to appropriate enrollment platforms and permissions.

• Deliver pre-enrollment readiness and post-enrollment reporting to internal and client-facing partners.

• Partner with Marketing to align messaging and scripting for campaigns and client deliverables.

Customer Lifecycle Management

• Act as the servicing agent throughout the client lifecycle, handling ongoing reporting, new hire engagement, and EOI assignment.

• Provide input on client-facing strategy improvements for long-term satisfaction and policy retention.

• Own enrollment-related operations and maintain responsiveness throughout plan years.

Compliance Oversight & Quality Assurance

• Review call recordings to ensure compliance and quality of service.

• Collaborate with Legal and Compliance to define approved scripting.

• Host recurring training to reinforce compliant practices.

• Maintain counselor licensing and appointments in partnership with the Licensing Team.

Vendor Management

• Manage seasonal staffing agency partnerships for counselor sourcing and onboarding.

• Collaborate with technology vendors to address platform issues, system updates, and usage optimization.

• Evaluate vendor performance and support contract compliance related to call center operations.

Knowledge, Skills and Abilities:

• Strong leadership and coaching skills in a high-volume service environment.

• Advanced problem-solving, analytical, and strategic planning capabilities.

• Excellent communication and interpersonal skills to effectively work collaboratively across all functions and levels within the organization.

• Demonstrated ability to manage cross-functional initiatives and client relationships.

• Knowledge of telephony systems (e.g., NICE, CXOne) and benefit administration platforms.

• Experience in vendor and compliance management within an enrollment services context.

Job Specifications:

• Required education: Bachelor’s Degree: A minimum of a bachelor’s degree in relevant field such as business administration

• Preferred education: Master’s Degree: A master’s degree in business administration or a related field is often preferred.

• Required experience: 5-7 years of progressive experience in call center management, employee benefits enrollment services, or a closely related area.

• Preferred experience: 10+ years’ experience with enrollment management systems, data analysis and CRM tools within the employee benefits industry.

Location:

Employees in this role are eligible for fully remote work (other than periodic in-person meetings or other periodic business travel).

Travel Requirements:

Occasional travel only (such as for planning purposes, team-building, or conferences) may be required.

Physical Requirements:

N/A

Why Join The Standard?

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions

• An annual incentive bonus plan

• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure

• A supportive, responsive management approach and opportunities for career growth and advancement

• Paid parental leave and adoption/surrogacy assistance

• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

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