The Manager, Operations Support serves as a key liaison between Operations and cross-functional departments, including Finance, Sales, and Technology. This role leads a team responsible for resolving unpaid policy commissions, reconciling policy enrollment status, and ensuring the accuracy of carrier and policy data. The position oversees carrier plan builds, CRM (Landscape) configuration and updates, compliance call pull requests, and enrollment maintenance activities. Additionally, the Manager, Operations Support monitors and analyzes data across multiple systems, identifies and resolves discrepancies, supports quality assurance efforts, recommends process and system enhancements, and partners closely with operational and technical teams to ensure efficient, accurate reporting and enrollment management. Supervisory Responsibilities: Direct responsibility for a team of commission/reconciliation support specialists, sales support specialists and the Plan Build/CRM Admin Duties/Responsibilities: - Lead and develop the Sales Support team, ensuring productivity, training, career development, and timely completion of assigned work. - Oversee policy commission reconciliation, unpaid policy research, and enrollment maintenance activities to ensure accurate carrier and compensation data. - Monitor online enrollments, policy reconciliation reports, and enrollment transactions, identifying and resolving discrepancies with Operations, Finance, Technology, and carrier partners. - Serve as the subject matter expert for enrollment and quoting systems, collaborating with Technology, Compliance, Sales, and vendors to support enhancements, testing, and system performance. - Manage carrier plan builds, CRM (Landscape) updates, and system configuration changes, maintaining documented processes and data accuracy. - Direct quality assurance and system maintenance activities, including compliance call pull requests, enrollment reviews, and carrier data validation. - Partner with carriers and internal stakeholders to address operational issues, improve processes, and maintain strong working relationships. - Communicate system enhancements, identify recurring trends or concerns, and escalate issues through appropriate channels to support timely resolution. - Perform additional operational, research, and project-related duties as assigned. Required Skills/Abilities: - High School diploma or equivalent - 5+ years of Medicare Insurance carrier experience - Advanced Excel experience including VLOOKUP, pivot tables, Macro, and formulas - Some Knowledge of Python, SQL & Copilot Preferred Skills/Abilities: Bachelor’s Degree Physical Requirements: - Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting) - Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer. - Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing. - Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print. - Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently - Reach with hands and arms occasionally For Hybrid Roles: - Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment. - Occasionally moves about the office to access files, office machinery, and meet with others.