Spark

Senior Manager, Agency Contracting

Spark

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $140,000 - $170,000 per year

Job Level

Senior

Tech Stack

Spark

About the role

  • 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

Requirements

  • 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