The COBRA Client Services Leader is responsible for leading a high-performing team of Client Service Managers and operational specialists supporting COBRA administration for clients of varying size and complexity. This role provides strategic leadership across client service, operations, compliance, renewals, and open enrollment activities while ensuring exceptional client satisfaction, operational excellence, and regulatory compliance.
The Client Services Leader serves as a key partner across Operations, Technology, Product, Compliance, Legal, Sales, and Implementation teams to drive service performance, mitigate risk, resolve escalated client concerns, and support business growth initiatives. This leader is responsible for developing talent, fostering a culture of accountability and collaboration, and driving continuous improvement across the COBRA service model.
This role serves as the primary leader responsible for delivering a scalable, compliant, and client-focused COBRA service operation while developing future leaders and supporting the organization's strategic growth objectives.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities: Leadership & Talent Development
- Lead, coach, and develop a team of Client Service Managers and service professionals
- Foster a culture focused on accountability, engagement, collaboration, and service excellence
- Manage staffing, workload balancing, succession planning, and employee development
- Provide performance management, mentoring, and career growth opportunities
Client Service & Relationship Management
- Oversee service delivery for a portfolio of COBRA clients, including strategic and complex accounts
- Build trusted relationships with clients, consultants, brokers, and internal stakeholders
- Serve as the executive escalation point for critical client issues and service concerns
- Lead client business reviews, service discussions, and strategic planning conversations
Operational Excellence & Compliance
- Ensure accurate and compliant execution of COBRA administration activities
- Monitor operational performance, service metrics, quality results, and client satisfaction
- Drive adherence to regulatory requirements, contractual obligations, and company policies
- Identify operational risks and implement mitigation strategies
Business Strategy & Continuous Improvement
- Lead initiatives focused on service model enhancements, process optimization, automation, and operational efficiency
- Support implementations, acquisitions, platform migrations, renewals, and open enrollment readiness activities
- Partner with business leaders to develop scalable solutions that support growth and improve client outcomes
- Champion organizational change and new technology adoption
Issue Resolution & Risk Management
- Provide leadership during client escalations and critical operational events
- Coordinate cross-functional teams to investigate root causes and implement sustainable solutions
- Ensure timely communication, documentation, and resolution of high-priority issues
- Minimize client, operational, and compliance risk through proactive monitoring and governance
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications: - 7+ years of experience in client services, operations, benefits administration, financial services, or related industries
- 5+ years of leadership experience managing leaders, client service teams, or operational organizations
- Experience leading large-scale client relationships and operational service delivery
- Demonstrated success managing cross-functional initiatives and driving business results
Preferred Qualifications: - COBRA administration experience
- Experience supporting health and welfare benefits administration
- Knowledge of regulatory and compliance requirements related to employee benefits
- Experience leading implementations, open enrollment readiness, or operational transformation initiatives
Core Competencies- Strategic Leadership
- Client Relationship Management
- Operational Excellence
- People Leadership & Talent Development
- Risk & Compliance Management
- Process Improvement
- Executive Communication
- Change Management
- Problem Solving & Decision Making
- Cross-Functional Collaboration
Success Measures- Client retention and satisfaction
- Operational performance and service delivery results
- Compliance and risk management outcomes
- Employee engagement and development
- Successful implementation of strategic initiatives
- Continuous improvement and efficiency gains
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
