Mgr- Sales Operations & Innovation

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

SKILLS

Key Responsibilities:

Sales Operational Support:

• Manage a small team that will assist in the management of day-to-day operations, ensuring that healthcare services for Sales are delivered efficiently and in accordance with organizational standards.

• Monitor key performance indicators (KPIs) for Sales teams and generate reports to assess efficiency, identify areas for improvement, and recommend corrective actions.

• Expertise in customizing and optimizing Salesforce, for B2B sales operations, ensuring alignment with business goals, data integrity, and workflow efficiency across teams.

• Ability to create requirements in telephony related platforms, create user-stories in Salesforce, and drive AI related requirement development with key business and IT partners.

Process Improvement:

• Function as the Sales SME regarding processes and collaborate with cross-functional teams to analyze current processes and identify opportunities for streamlining Sales operations.

• Support the development and implementation of Sales process improvement initiatives to enhance Sales team delivery, reduce costs, and improve Growth and Sales outcomes.

• Experience in using technology to analyze and optimize business processes, particularly in a sales environment, identifying inefficiencies and automating workflows.

• Proven ability to design and implement scalable processes that support B2B sales teams, improving coordination between sales, marketing, and operations while driving revenue growth.

Innovation Initiatives:

• Assist in researching and evaluating innovative technologies, tools, and practices that could be adopted to improve healthcare services.

• Work closely with senior management to pilot and scale innovative solutions that align with the organization’s strategic goals.

• Skilled in identifying opportunities for automation and working with RPA developers to drive projects and implement solutions.

• Proven experience in leveraging AI technologies, such as chatbots, machine learning, or data analytics tools, to create innovative solutions that enhance sales operations and customer interactions.

• Experience identifying key tools, and applications, with the ability to integrate those tools into the NICE telephony platform.

Project Management:

• Participate in the planning, execution, and monitoring of Growth projects related to Sales operations and innovation.

• Coordinate with internal and external stakeholders to ensure projects are completed on time, within scope, and within budget.

• Ensure Sales leadership is communicated on all projects and status and communicate appropriately when projects are going off track.

Compliance and Quality Assurance:

• Assist Inside Sales team in conducting Inside Sales audits and quality checks to maintain exacting standards of Call-Center excellence for members and prospects.

Data Analysis and Reporting:

• Collect and analyze key data to support decision-making and track the progress of ongoing initiatives.

• Prepare reports and presentations for senior Sales management, highlighting key insights and recommendations. Experience reporting out from NICE, Salesforce, and key AI based applications.

Team Collaboration and Leadership:

• Work collaboratively with various departments to foster a culture of innovation and continuous improvement.

• Provide guidance and support to team members, fostering a positive work environment that encourages professional growth.

Skills:

• Strong analytical and problem-solving abilities.

• Excellent communication and people skills.

• Proficiency in Salesforce or other CRM related tools.

• Ability to work effectively in a fast-paced, dynamic environment.

• Knowledge of healthcare regulations and standards. Designing, and driving AI based solutions.

• NICE

Personal Attributes:

• Meticulous with a strong focus on healthcare process, technology, and software related administration.

• Innovative thinker with an initiative-taking approach to problem-solving.

• Ability to manage multiple tasks and prioritize effectively.

• Comfortable in a demanding environment, managing multiple projects in highly matrixed environments.

Qualifications: Education & Experience

• Bachelor’s degree in healthcare management, business administration, or a related field.

• 5 + years of experience in healthcare in a project management or a similar role, that includes 3 years of leadership experience.

• Experience with process improvement methodologies is encouraged.

• Must have experience in the following applications: NICE, Salesforce, and integrating AI with MS Azure from scratch.

Preferred: Master’s degree

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan:  company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution   
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only.  GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.