Director of Enrollment Operations

Introduction

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. 
Overview

Accretive Enrollment Services, now a part of Gallager, offers comprehensive enrollment services and voluntary benefits tailored to meet the diverse needs of your client's workforce, enhancing financial stability and productivity.

 

As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive.

 

We have an exciting career opportunity for a Director of Enrollment Operations.The Director of Enrollment Operations is responsible for leading and optimizing all aspects of the enrollment process across multiple channels, including call center, onsite, and virtual platforms. This role ensures a seamless experience for clients and participants while driving operational efficiency, compliance, and team performance. This leadership role oversees day-to-day operations, manages departmental budgets, leads a team of manager and ensures alignment with organizational goals and key performance indicators (KPIs). The ideal candidate is a data-driven, customer-focused leader with deep experience in contact center strategy, workforce optimization, and cross-functional collaboration.

How you'll make an impact

Strategy

• Develop and execute strategic plans for enrollment operations across call center, onsite, and virtual environments.
• Align enrollment goals with broader company objectives and contribute to overall business strategy.
• Establish and monitor KPIs including average handle time (AHT), service level, customer satisfaction (CSAT), first call resolution (FCR), and employee engagement.
• Develop and manage departmental budgets, staffing plans, and resource allocation to meet service goals within cost constraints.
• Provide regular reporting and insights to executive leadership on enrollment performance and trends.
• Serve as the voice of the customer, providing feedback to improve processes, systems, and offerings.

Management

• Lead, develop, and manage enrollment teams, including supervisors and team leads, ensuring consistent performance and service delivery.
• Provide direction, coaching, and mentorship to call center managers, supervisors, and team leads.
• Serve as the escalation point for complex enrollment issues, ensuring timely and effective resolution.
• Foster a culture of accountability, innovation, and continuous improvement within the enrollment team.
• Monitor and manage the call center queue in Five9 to ensure timely response and resolution, maintaining service level agreements (SLAs) and optimizing team performance.
• Ensure all client deliverables are completed, validated, and tested prior to go-live, coordinating cross-functional efforts to guarantee a smooth and successful launch.

Operations

• Collaborate with HR teams for recruiting, hiring, onboarding, and capacity planning.
• Collaborate with internal departments (Sales and Client Services) to align enrollment strategies with client expectations and organizational goals.
• Oversee premium production processes, ensuring all enrollment and production data is accurately captured and reported.
• Ensure compliance with regulatory requirements and internal policies across all enrollment channels.
• Identify opportunities for process improvement and automation to enhance scalability and reduce costs.
• Manage vendor relationships and technology platforms supporting enrollment operations and lead price and contract negotiations to ensure cost-effective, scalable solutions.
• Optimize and manage call center operations through Five9, ensuring system configurations support team efficiency, service quality, and performance goals.
• Analyze call trends, service metrics, and workforce productivity to identify performance gaps and drive continuous improvement.

About You

Required: 

• Bachelor’s degree in business, Operations, or related field (Master’s preferred)
• 7+ years of experience in operations management, preferably in benefits enrollment or a related industry
• Proven leadership experience managing multi-channel teams and large-scale events
• Strong analytical skills with experience in KPI tracking and performance reporting
• Excellent communication, organizational, and problem-solving abilities
• Proficiency in enrollment platforms, CRM systems, and virtual meeting tools
• Ability to travel as needed for onsite event oversight

 

Preferred:

• Ability to lead and scale enrollment operations across multiple teams and regions
• Strong understanding of open enrollment cycles, timelines, and compliance requirements
• Experience developing and executing process improvement initiatives (e.g., Lean, Six Sigma)
• Proficiency in call center platforms (e.g., Five9) and CRM systems
• Familiarity with enrollment platforms, data integration tools, and reporting dashboards
• Skilled in managing vendor relationships, including contract negotiation and performance oversight
• Ability to evaluate and implement technology solutions that support enrollment efficiency
• Strong coaching and mentoring skills for managing downline teams
• Ability to manage task execution, queue oversight, and escalation protocols

Compensation and benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

 

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.