Head of Advocacy

CVRD raises $5M Series A led by UpfrontCVRD raises $5M Series A led by UpfrontRead articleContact UsCareersHead of AdvocacyMiami, FLRemoteFull-timeApply for this roleAbout usThe roleWhat you'll doWhat you bringThe kind of person who thrives hereWhy this role is interestingOur mantraApplyAbout usThe federal government spends over $700 billion a year hiring private companies to do critical work, from staffing veterans' hospitals and maintaining military bases to supporting federal logistics and IT for federal agencies. Many of those contracts legally require employers to set aside money for employee benefits, earned hour by hour. Today most of that is managed through spreadsheets, disconnected vendors, and compliance rules that are nearly impossible to navigate — so employers overspend and risk audits, and workers end up with benefits they can't use or never fully access.CVRD is the modern tech that fixes it: employers track benefit dollars in real time, stay compliant, and manage healthcare and retirement in one place, while workers finally get benefits they understand.But technology is only part of the solution. Healthcare is personal. Benefits are personal. Behind every enrollment, eligibility issue, or coverage question is a real person trying to take care of themselves or their family. That's where our AI-enabled Advocacy team comes in.The roleOur advocates help workers understand their benefits, navigate enrollment, resolve issues with carriers and marketplaces, and make sure they actually receive the benefits they've earned. They're problem-solvers, educators, and trusted guides during moments that can often feel confusing and frustrating.As we continue to grow, we're looking for a Head of Advocacy to lead that team and define what exceptional member support looks like. This is an opportunity to build a modern, AI-enabled advocacy function and call center in an industry that has traditionally relied on fragmented systems and manual processes.Much of the team's work is operational and outbound. Advocates work directly with carriers and marketplaces to resolve eligibility issues, push enrollments through, and untangle the countless discrepancies that arise throughout the benefits lifecycle. The rest of the work is member-facing: helping workers understand their options, guiding them through enrollment, and showing up when they need support.As Head of Advocacy, you'll stay close to this work while building the systems and team that allow it to scale. This is a true player-coach role. You'll help resolve complex cases yourself, coach and develop advocates, manage performance, and create an environment where people can do their best work.You'll own the processes, standards, and operating rhythms that shape the member experience. You'll partner closely with leadership to identify opportunities for automation, improve workflows, and determine what should be handled by people versus technology. We believe advocates should spend their time solving meaningful problems and supporting members, not pushing paperwork. You'll help build the systems that make that possible.Success in this role requires equal parts leadership, operational rigor, and customer empathy. We're looking for someone who can develop people, improve processes, and bring structure to complexity without losing sight of the human being on the other side of every interaction.What you'll doLead and grow a team of 4-5 full-time advocates, scaling up during peak periods as needed. Hire thoughtfully, coach consistently, and help people get visibly better at their customer service craft.Own our carrier and marketplace relationships, along with the day-to-day work of getting enrollments processed and issues put to bed.Stay close to complex cases, helping resolve escalations, spot patterns, and turn recurring issues into better processes.Own the member experience across enrollment, eligibility, carrier issues, marketplace questions, and follow-up support.Partner with...