Manager, Platform Operations

Manager, Platform Operations – First Enroll

Reports to:

Sr Director, Product

Location:

Fort Lauderdale, FL;
Greater Atlanta, GA;
Greater Dallas Fort‑Worth, TX

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 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 highly specialized role bridges technology, operations, and product development—ensuring E123 remains a stable, scalable, and continuously improving foundation for the organization’s core processes.

• 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.
• 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.
• 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.
• 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.
• 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.
• Collaborate with the E123 vendor (if applicable) to test new releases, manage escalations, and stay informed of product updates.

• 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.
• Strategic thinker with strong attention to detail and operational discipline.

• 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.

Mid‑Senior level

Full‑time

Management and Manufacturing

Business Consulting and Services