Why We Exist

Every morning, 10,000 Americans wake up and begin their first day of retirement. Chapter is re-inventing the way that Americans transition into retirement, starting with Medicare.

For most people, Medicare is boring, bureaucratic, and confusing. But it's important. If people wait too long to choose coverage, they risk life-time penalties from Uncle Sam, may need to undergo medical underwriting, or may pay out-of-pocket for 20%+ of medical costs plus prescriptions and most costs of dental, vision, and hearing.

What We Do

Our team and technology help retirees to navigate Medicare, including when and how to sign up, what specific coverage to choose, and how to maximize the benefits from their coverage.

Chapter has built industry-leading technology to help retirees save thousands of dollars on their healthcare. Our promise is simple: we want people to improve their health coverage while reducing what they pay for it.

How? Our platform searches every Medicare option available nationwide, while others search only a subset of plans, which is the norm in the Medicare market.

This full search is why we find savings and benefits that others miss.

Our Team

Our team is high-integrity and high-horsepower with a big heart. We are software engineers, illustrators, lawyers, and former management consultants. We have worked at organizations including Palantir, Axios, Latch, and McKinsey.

We are looking for an Operations Manager based in Phoenix to build the processes supporting Chapter’s mission of providing exceptional Medicare guidance to older Americans. The rapid growth of our advisor team will put this individual in a position to take on an early leadership position in an essential team at Chapter.

Your mission at Chapter will be to build the tools and processes to create a super-star team of Medicare Advisors, as well as to guide the strategic direction of the Operations function as we grow our team in headcount, geography, and scope. With Chapter, you be supporting a team dedicated to serving older Americans - Chapter is proud to always recommend the best fitting option for each older American, even when we earn no revenue.

This role is designed for an implementor and proven do-er who is ready to build up a team and company. You will report to and work closely with our Operations Lead and COO across a range of projects and responsibilities, from advisor training to licensing to other special projects.

The right person is excited to work closely both with a team of exceptional advisors and continually evolving software and systems that underlie them. Moreover. they are ready to take on an ownership mentality in implementing important processes and building the teams & capabilities necessary to achieve goals most might think impossible.

What you’ll need to succeed:

• 4-10 years experience in operations, consulting, project management or related experience, preferably in the insurance or late-stage B2C space. Experience as an operations/project management role at insurance carrier/insurance agency / FMO space a big plus!
• Ownership orientation: You are excited to set goals and have ownership for hitting those goals with a team committed to our collective success
• Inclination towards execution: exceptional and proven tracker record as an implementor / do-er in your previous work
• Detail-orientation; you are able to both think at a high strategic level and diagnose and de-bug as you get into the weeds of process/tech
• Positional empathy: You naturally empathize with both our members and Medicare Advocates alike (who are internal users of our product), articulating their needs and problems clearly
• Comfort with ambiguity: While starting from a blank slate is challenging, you find it exciting, rewarding, and empowering; you’re able to effectively prioritize across a number of important strategic and procedural initiatives
• High-integrity, first-principles thinker: We don’t care how others have done things; we want to do things the right way

Responsibilities:

• You will work closely with Chapter’s Operations Lead and COO to imagine, develop, and manage the processes necessary to grow Chapter’s super-star Medicare Advisor team across our onboarding, advisory operations, and members’ support/retention processes.
• You will be in charge of our advisor onboarding process - you will build the training process and platform for our team of Medicare Advisors, with end-to-end responsibility over advisor capability-building from their first day at the job to the first policy written.
• You will manage Chapter’s mission-critical tools & processes for advisory operations. You will build both the team and product automation underlying Chapter’s ability to license our advisors, work compliantly with carriers, track commissions, integrate internal and external systems, and give effective sales-scripting & outreach tools to our advisory team.
• You will improve existing and implement new member support & retention processes, including tracking and troubleshooting applications, answering network and other member care questions, supporting members in their future renewals processes, as well as other support & retention areas.
• You will support additional strategic ‘special projects’ as they are developed and spun out into additional teams/functions;. Where advisor-operations involve new product development, you will advise and guide Chapter’s Product engineers on operational requirements.

We are an equal-opportunity workplace. We are deeply committed to building an inclusive workplace for people of all races, ages, gender identities, sexual orientations, religions, and ethnicities.