Enrollment Manager

Summary

Join Thyme Care's dynamic team as an Enrollment Specialist Manager, leading and developing a growing team responsible for enrolling new members. You will directly manage and coach 3-5 Enrollment Specialist Team Leads, overseeing a total of 30-50 Enrollment Specialists. Key responsibilities include driving operational excellence, enhancing training effectiveness, and implementing strategic initiatives to achieve enrollment goals. This role requires strong management experience, operational expertise, cross-functional leadership, and data analysis skills. You will build and maintain a high-performing team culture, revamp workflows, and lead change management processes. The position offers a unique opportunity to make a meaningful impact on the lives of cancer patients while contributing to a critical organizational function.

Requirements

• Strong management experience
• Operational orientation
• Cross-functional leadership
• Comfort with ambiguity
• Data savvy
• Excellent communication skills
• You have significant experience managing and coaching teams toward success, and ideally have managed managers in addition to individual contributors
• You have successfully built, improved, and maintained effective operational processes and documentation, with a bias for simplicity and efficacy
• You are able to drive cross-functional initiatives through effective influencing, project management, and communication
• You have a proven track record of success within scaling businesses, fast-paced environments, or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course
• You leverage data and analytics to measure success, find opportunities for improvement, and inform decisions
• You have excellent written and verbal communication skills, whether facilitating a live training session or presenting results to leadership

Responsibilities

• Team Lead Management directly manage, coach, and develop 3-5 Enrollment Specialist Team Leads
• Be directly accountable for the performance of 30-50 Enrollment Specialists supervised by Team Leads, including enrollment volume, conversion, and quality
• Work closely with Team Leads on performance management and career development conversations with Enrollment Specialists to build and maintain high-performing culture
• Build effective communication channels to ensure Team Leads are appropriately informed and aligned, and that they can surface insights and challenges from their teams
• Build and maintain strong team culture grounded in Thyme Care values
• Intimately understand enrollment team workflows and systems to be able to answer team questions, edge case scenarios, and member escalations
• Closely monitor enrollment team “queue” to identify and resolve data and system issues, ensure proper outreach prioritization, and resolve operational bottlenecks
• Monitor team performance to ensure appropriate workflows are being followed
• Revamp workflows as needed to drive improvements in efficiency and throughput
• Design and implement new workflows in collaboration with cross-functional partners
• Lead change management processes and build clear communication protocols for workflow changes
• Partner with the Quality, Training & Enablement team to identify skill gaps, create continuous feedback loops between QA findings and training, and reinforce training
• Ensure new hires are effectively trained prior to going live, monitor performance closely, and support coaching during their first 90 days to ensure a quick and effective ramp
• Ensure training materials and job aids are up to date and meet operational needs
• Analyze performance data to identify opportunities for improvement
• Lead testing and piloting of new approaches to improve member enrollment rates
• Adapt strategies in response to evolving member needs and market conditions

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care