Manager, Platform Operations
9 days ago
Fort Lauderdale
Job Description Job Title: Manager, Platform Operations Department: Product Reports To: Sr Director, Product Location: FL (Fort Lauderdale), GA (Greater Atlanta), or TX (Greater Dallas Fort-Worth) About Heathos Heathos is transforming the healthcare insurance landscape through a connected, data-driven ecosystem that simplifies complexity and drives long-term success. Built on trust, innovation, and integrity, we provide technology, services, and insights that support agencies, carriers, and members at every stage. Our family of brands — FirstEnroll, AdminOne, and SonicMarketing — works together to streamline operations and deliver a seamless insurance experience. Role Summary We are seeking an experienced and detail-oriented Manager, Platform Operations, to serve as the operational leader and subject matter expert for our E123 platform. This individual will oversee the day-to-day management of E123, lead system optimization initiatives, coordinate cross-functional collaboration with the Product team for new product implementations, and drive the operationalization of processes within the system. This is a highly specialized and strategic role that bridges technology, operations, and product development — ensuring that E123 remains a stable, scalable, and continuously improving foundation for the organization’s core processes. Key Responsibilities 1. System Ownership & Maintenance • Serve as the primary administrator and subject matter expert for the E123 platform.Manage and prioritize incoming support tickets and enhancement requests, ensuring timely resolution and communication across departments., • Oversee system configurations, data integrity, and integrations with other platforms and tools., • Conduct ongoing system audits, troubleshooting, and performance monitoring to maintain reliability and efficiency. 2. Product Implementation & System Enhancements • Partner closely with the Product team to support the implementation of new products, features, and workflows within the E123 system., • Lead the configuration, testing, and deployment of product-related system changes aligned with launch timelines., • Translate new product requirements into scalable E123 solutions and operationalize new functionality across internal teams. 3. Process Optimization & Operational Excellence • Collaborate with Operations, Product, Client Services, and IT to identify and implement process improvements within E123., • Design and execute process automation and efficiency initiatives that reduce manual work and enhance user experience., • Develop and maintain SOPs, process maps, and system documentation to support consistent, high-quality operations., • Ensure system processes are aligned with compliance, audit, and reporting standards. 4. Training & Organizational Enablement • Develop and lead training programs for internal teams to ensure effective and consistent use of E123., • Create training resources, quick guides, and reference materials for ongoing education and new hire onboarding., • Act as a trusted internal consultant and escalation point for E123-related questions, issues, and process design. 5. Leadership & Cross-Functional Collaboration • Lead and mentor team members (where applicable) supporting E123 operations and maintenance., • Partner with the Product and Technology teams to ensure seamless integration of system functionality with business objectives., • Represent E123 capabilities and roadmap in leadership meetings, providing data-driven insights and recommendations., • Extensive experience (typically 5–8+ years) working with E123 or similar enrollment and benefits administration platforms., • Proven track record of system administration, configuration, and optimization in a fast-paced environment., • Experience collaborating with Product teams on system-based product implementations and enhancements., • Strong understanding of insurance, benefits administration, or healthcare enrollment workflows (preferred)., • Exceptional project management, problem-solving, and communication skills., • Experience developing training programs, documentation, and SOPs., • A strategic systems leader who can balance vision with hands-on execution., • A trusted partner across teams — fluent in both technical and operational language., • Driven by process improvement, data accuracy, and scalability., • Adaptable, proactive, and comfortable leading in a dynamic, evolving environment. Heathos is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the agencies, carriers, and members we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Know Your Rights: Workplace Discrimination is Illegal. If you have a need that requires accommodation, please let us know here. Heathos is a binational company and, in order to facilitate efficient collaboration and communication binationally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.