Job Description
Job Description
Job Title: Manager, Platform Operations
Department: Product
Reports To: Sr Director, Product
Location: FL (Fort Lauderdale), GA (Greater Atlanta), or TX (Greater Dallas Fort-Worth)
About Heathos
Heathos is transforming the healthcare insurance landscape through a connected, data-driven ecosystem that simplifies complexity and drives long-term success. Built on trust, innovation, and integrity, we provide technology, services, and insights that support agencies, carriers, and members at every stage. Our family of brands — FirstEnroll, AdminOne, and SonicMarketing — works together to streamline operations and deliver a seamless insurance experience.
Role Summary
We are seeking an experienced and detail-oriented Manager, Platform Operations, to serve as the operational leader and subject matter expert for our E123 platform. This individual will oversee the day-to-day management of E123, lead system optimization initiatives, coordinate cross-functional collaboration with the Product team for new product implementations, and drive the operationalization of processes within the system.
This is a highly specialized and strategic role that bridges technology, operations, and product development — ensuring that E123 remains a stable, scalable, and continuously improving foundation for the organization’s core processes.
Key Responsibilities
1. System Ownership & Maintenance
- Serve as the primary administrator and subject matter expert for the E123 platform.Manage and prioritize incoming support tickets and enhancement requests, ensuring timely resolution and communication across departments.
- Oversee system configurations, data integrity, and integrations with other platforms and tools.
- Conduct ongoing system audits, troubleshooting, and performance monitoring to maintain reliability and efficiency.
2. Product Implementation & System Enhancements
- Partner closely with the Product team to support the implementation of new products, features, and workflows within the E123 system.
- Lead the configuration, testing, and deployment of product-related system changes aligned with launch timelines.
- Translate new product requirements into scalable E123 solutions and operationalize new functionality across internal teams.
3. Process Optimization & Operational Excellence
- Collaborate with Operations, Product, Client Services, and IT to identify and implement process improvements within E123.
- Design and execute process automation and efficiency initiatives that reduce manual work and enhance user experience.
- Develop and maintain SOPs, process maps, and system documentation to support consistent, high-quality operations.
- Ensure system processes are aligned with compliance, audit, and reporting standards.
4. Training & Organizational Enablement
- Develop and lead training programs for internal teams to ensure effective and consistent use of E123.
- Create training resources, quick guides, and reference materials for ongoing education and new hire onboarding.
- Act as a trusted internal consultant and escalation point for E123-related questions, issues, and process design.
5. Leadership & Cross-Functional Collaboration
- Lead and mentor team members (where applicable) supporting E123 operations and maintenance.
- Partner with the Product and Technology teams to ensure seamless integration of system functionality with business objectives.
- Represent E123 capabilities and roadmap in leadership meetings, providing data-driven insights and recommendations.
- Collaborate with the E123 vendor (if applicable) to test new releases, manage escalations, and stay informed of product updates.
Qualifications
- Extensive experience (typically 5–8+ years) working with E123 or similar enrollment and benefits administration platforms.
- Proven track record of system administration, configuration, and optimization in a fast-paced environment.
- Experience collaborating with Product teams on system-based product implementations and enhancements.
- Strong understanding of insurance, benefits administration, or healthcare enrollment workflows (preferred).
- Exceptional project management, problem-solving, and communication skills.
- Experience developing training programs, documentation, and SOPs.
- Strategic thinker with strong attention to detail and operational discipline.
Success Profile
- A strategic systems leader who can balance vision with hands-on execution.
- A trusted partner across teams — fluent in both technical and operational language.
- Driven by process improvement, data accuracy, and scalability.
- Adaptable, proactive, and comfortable leading in a dynamic, evolving environment.
Heathos is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the agencies, carriers, and members we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Know Your Rights: Workplace Discrimination is Illegal.
If you have a need that requires accommodation, please let us know here.
Heathos is a binational company and, in order to facilitate efficient collaboration and communication binationally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.