Senior Manager of Agency Implementation, Spark
$140-170k
+ Equity
More information about location
Helping Medicare brokers build the insurance business of their dreams
Open for applications
Helping Medicare brokers build the insurance business of their dreams
21-100 employees
Open for applications
$140-170k
+ Equity
More information about location
21-100 employees
Company mission
To help independent Medicare brokers build the insurance business of their dreams.
Role
Who you are
- We're looking for someone who’s customer-obsessed, thrives in fast-paced environments, and is excited to lead through change, coach for performance, and continuously improve how we scale
- If you're a natural problem-solver who loves building processes, empowering teams, and creating impact—this is the role for you
- Extensive experience managing high-performing customer onboarding teams
- Deep empathy for client needs and a passion for delivering outstanding service
- Comfort with CRM and ticketing systems (Plus for experience using Intercom, Airtable, and Dialpad
- Proven track record of identifying inefficiencies and driving scalable solutions
- Analytical and innovative mindset; comfort with dashboards and reporting
- Passion for improving customer experience
- Ability to influence and lead others through empathy
- Holds self and others to high standards and drives ownership across the team
- Excellent written and verbal communication skills
- Nice to have: experience working on Medicare Contracting
What the job involves
- Join us as the Agency Contracting Senior Manager, where you'll play a critical role in shaping the first impression for our agency clients
- In this role, you'll lead a team of Agency Contract Specialists responsible for onboarding new customers to Spark
- You’ll drive operational excellence, resolve escalations, and ensure every client receives white-glove service
- You'll partner cross-functionally with Product, Account Management, and Business Systems to enhance both customer satisfaction and internal efficiency
- Hire, train, and manage a high-performing team of Agency Contract Specialists
- Assign onboarding tasks, balance team workloads, and maintain accountability through performance reporting and QA
- Troubleshoot complex onboarding issues and coach team on strategy and resolution
- Motivate and support the team during high-volume periods, ensuring strong morale and service consistency
- Own onboarding speed and SLA performance, ensuring a seamless experience for new customers
- Resolve escalations and uphold a high standard of service across all interactions
- Deeply understand client goals and continuously improve the onboarding process, with a focus on contracting
- Collect and act on feedback to drive process improvement and customer satisfaction
- Partner closely with Account Management, Contracting Ops, and Customer Experience to deliver smooth, end-to-end onboarding
- Collaborate with Product to enhance the Spark platform for clients
- Work with Business Systems on internal workflow and tool optimization
- Identify and implement efficiency improvements across onboarding operations
- Lead training initiatives, update workflows, and manage staff rotations for batch processing
- Automate internal processes and maintain third-party tools to reduce volume and boost team efficiency
- Provide organizational feedback on agency trends, behaviors, and needs
Our take
Medicare is the national health insurance package for US citizens over the age of 65, with most people that seek to enrol in a plan making use of brokers to help them evaluate and select options. Spark is a technology company and “concierge” service that partners with independent Medicare brokers and provides a platform that helps them navigate and build retirement benefit packages for customers.
Handling the marketing, sales support, back office, and compliance requirements of Medicare brokering, Spark bridges the gap between insurance agents and their customers. The company already has partnerships with more than 100 leading Medicare agencies that represent over 3400 brokers, a good starting point from which to grow.
Agetech is a growing market, due to an aging population and longer lifespans, and Spark has benefitted from an increased demand and interest in Medicare brokering. Highlighting this is its 2024 raise of a $25 million Series B funding round that will support its future growth and product development.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jan 2024
$25m
SERIES B
Jan 2023
$15m
SERIES A
Total funding: $53.6m
Company benefits
- Paid holidays - Everyone needs a healthy, happy, and productive life. This means you'll need time to rest & recover without restrictive holiday limits
- Flexible, remote working - We want you to work when and where you're most productive, whether you’re an early bird or a night owl
- Medical, dental and vision benefits - Enjoy the best medical, dental and optical coverage money can buy. We've got you and your family covered for all eventualities
- Meaningful equity - You’ll be contributing to the team's success, so you deserve to share in it. Everyone in our team gets a meaningful equity allocation
- Top of the line equipment - We’ll set you up with the right tools to do your best work—starting with a MacBook Pro, 4K monitors, & the right software to get the job done
- Parental Leave - Up to 12 weeks for birthing parents and up to 8 weeks for non birth parents
- 2 week Sabbatical after 5 years of employment
- Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
- Monthly Remote Work Stipend (help cover costs of home-office needs)
- 401K
- A team that cares - You’ll be joining a team of smart, capable, helpful people that want you to win, our clients to be wowed, and our business to grow
Company values
- Take nothing for granted: We serve partners and clients with unique needs and backgrounds. Our team's empathy reflects that diversity
- Strive for excellence: We are ambitious, self-reflective and committed to growth
- Explicit accountability, broad responsibility: We clearly identify ownership, anticipate the needs of our teammates, and reward proactive initiative
- Succeed as a team: We celebrate wins, small and large, and recognize that success is a team effort
Company HQ
Civic Center, New York, NY
Articles
Leadership
James Jiang
(Co-Founder & CEO)Previously Co-Founder at Roster, Analyst at Night Owl Capital and part of the Restraucturing and Reorganisation Team at The Blackstone Group.
Diversity, Equity & Inclusion at Spark
- At Spark, we are committed to hiring the best team to serve our clients regardless of their background. We need diverse perspectives to reflect the diversity of our problems and the population we serve. We look to hire people from a variety of backgrounds, including, but not limited to, race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.
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