Senior Manager, Customer Operations & Enablement

We’re in this for the greater good at ParetoHealth. Our mission is collective greatness, nothing less will do. Our team is a single force united in the drive to transform employee health benefits.

The company was founded in 2011 to help small and medium-sized businesses fight the rising cost of employee health benefits. We blazed the trail with financing innovations that reduce the risks in self-insurance and deliver significant savings—and we continue to lead with a growing ecosystem of partners and world-class cost control solutions.

But success is measured by more than dollars alone and we measure ours by the good that comes from knowing that every client and all their employees can count on effective, affordable healthcare for years to come.

Please note that ParetoHealth does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future.

Position Summary:

As ParetoHealth continues its rapid growth and evolution, we are investing in the future of our customer experience by scaling our post-sale operations. We’re seeking a strategic, process-oriented leader to join us as our Senior Manager of Customer Operations & Enablement, owning the systems, processes, and programs to drive efficiency, empower teams, and enhance how we serve our customers.

This is a high-impact role responsible for leading key operational improvements, building scalable infrastructure, and owning enablement initiatives that span customer onboarding, service, and account management. The ideal candidate blends strategic thinking with operational execution—someone who thrives in cross-functional environments, brings clarity to ambiguity, and consistently turns insights into results. This position reports directly to the VP of Customer Operations.

Key Responsibilities:

• Design and lead strategic process improvements that enhance post-sale operations, eliminate inefficiencies, and support scalable growth from problem identification through implementation and iteration.
• Develop and operationalize customer enablement programs and internal training efforts in close partnership with Account Management leadership, Product, and Learning & Development.
• Build and maintain high-quality documentation, including Account Management playbooks, SOPs, and workflow guides to drive clarity, consistency, and accountability.
• Analyze operational data and customer insights to surface trends, identify opportunities, and make informed recommendations to improve tools, systems, and customer support and engagement strategies.
• Oversee the health and optimization of workflow tools and CRM platforms (e.g., Salesforce), partnering with Product, Tech, and Finance to ensure data integrity and automation readiness.
• Establish and run operating mechanisms (e.g., dashboards, performance metrics, cadences) that give visibility into team execution, drive accountability, and promote data-driven decision-making.
• Be a champion of change management, bringing structure and communication to cross-functional initiatives that improve customer outcomes and internal efficiencies.

Required Skills & Qualifications:

• 7-10+ years of experience in Revenue Operations, Business Operations, or Program Management. Bachelor’s degree required; advanced degree or certifications in project management or customer experience is a plus.
• Proven track record of identifying bottlenecks and leading end-to-end process improvement initiatives that drive measurable outcomes aligned with long-term strategic goals for scalability.
• Strong business acumen and operational rigor with proficiency in Salesforce (SFDC), customer analytics, workflow automation tools, and project management platforms.
• Experience building scalable playbooks, documentation, and enablement content that improves team effectiveness and customer satisfaction.
• Exceptional collaboration and communication skills-you know how to build consensus, rally stakeholders, and manage multiple projects simultaneously.
• Self-starter with bias toward action that thrives in a dynamic, fast-paced environment, adapting to evolving business needs and priorities.
• Excellent communication skills, including written, verbal, and presentation capabilities

Pareto Perks:

Pareto offers a competitive compensation package commensurate with skills and experience. In addition, Pareto offers a robust benefits package including Medical (100% employer paid), Dental, Vision, STD/LTD, and employer 401(k) contribution.

What We Live By:

1. Get it Done and Get it Done Right – We crank out work at higher rates and at a higher quality than our peers in the industry. Our ability to do a lot with a little is a driving force behind Pareto Health, one that's made our brand synonymous with class, quality, and extreme competence.

2. Fire in the Belly - We only make time for champions; we only consider those with an inner desire to excel and push things forward. Our team, our partners, our members–everyone in the Pareto Health universe–works hard, learns constantly, improves furiously, and does so with a fire in the belly.

3. See the Field - As you're stuck thinking about tomorrow, we're already on to thinking about next year. Pareto Health embodies a culture of anticipation, perception, and acting with intent. In one-on-ones, in meetings, at a company level, and at an industry level, we're always two steps ahead.

4. For the Greater Good - Our vision extends past the here and now. We're rowing in the same direction toward the common goal of transforming an industry. It's our accountability, teamwork, and responsibility that ensure as we're changing industry tides, we're helping them rise. Now watch as we lift all boats in the process.

Disclosures:

ParetoHealth is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients.

California Applicants:  See Pareto’s CCPA Notice of Collection for California Employees and Applicants for information about how Pareto Captive Services, LLC, Pareto Health, LLC, and Pareto Underwriting Partners, LLC, together with their respective subsidiaries (collectively, “Pareto”) collects and uses personal information submitted by employment applicants.