This company is a mission-driven innovator in the health insurance space, dedicated to removing the complexity and fear surrounding insurance decisions, especially for small business owners. By focusing on transparency, accessibility, and a customer-first approach, they are transforming the industry to make insurance simpler, more affordable, and understandable. Their rapidly growing customer base, including key partnerships with major platforms, highlights their commitment to providing clear, actionable solutions for navigating the insurance landscape. Founded with a vision to disrupt traditional insurance models, the company is backed by top-tier investors and operates with a tech-forward approach, utilising data-driven insights to refine the customer experience. They pride themselves on a collaborative and agile work environment, where innovative solutions and customer satisfaction drive every decision. In short, this company is reshaping how businesses think about health insurance, making it less daunting and more user-friendly. Job Summary Our client seeks a Director of Operations to lead and inspire a team of managers, team leaders, and front-line professionals in delivering an exceptional customer experience. This role requires a hands-on leader with a proactive approach to managing daily operations, resolving issues swiftly, and leveraging data for decision-making and process improvements. Reporting to the Chief Operating Officer, the Director of Operations will play a critical role in driving team productivity, performance, and quality to meet customer service standards. Key Responsibilities Optimise Operations : Continuously assess and improve operational processes to boost efficiency and quality, focusing on enhancing the customer journey to increase conversion, retention, and satisfaction rates. Data-Driven Decision-Making : Use data insights to inform decisions, refine conversion funnels, and identify strategies to reduce customer churn. Customer Loyalty and Satisfaction : Build customer loyalty by driving strong Net Promoter and customer satisfaction scores throughout the customer experience. Churn Reduction Initiatives : Develop strategies to minimise churn, including proactive customer success programs and addressing the root causes of churn. Team Leadership : Build and manage a high-performing team of operations professionals, offering mentorship and support for career development. Cross-Departmental Collaboration : Partner with Product and Partnerships teams to ensure alignment between operations and overall business functions. Requirements Experience : 8 years in operational leadership roles in a fast-paced digital environment; at least 2 years in operations management within an early-stage startup. Problem-Solving and Leadership : Demonstrated ability to lead, motivate, and drive teams to address challenges quickly and effectively. Technical Skills : Proficiency with customer service platforms and technologies such as Salesforce. Process Efficiency : Strong analytical and operational skills, with an eye for spotting bottlenecks and implementing process improvements. Self-Motivated and Proactive : Able to work independently under pressure, with a commitment to accuracy and speed. Customer-Centric : Passionate about helping people, especially regarding health-related concerns. Communication Skills : Excellent communicator, active listener, and perceptive leader. Analytical and Detail-Oriented : Strong analytical skills, particularly with spreadsheet analysis, and a focus on creating repeatable, measurable processes. If youre ready to be a driving force in refining a state-of-the-art platform, fostering cross-team collaboration, and delivering a top-tier customer experience in a dynamic startup environment, we encourage you to apply. Your expertise will directly support our client's mission to provide an exceptional, consumer-focused health insurance solution.