COBRA Operations Supervisor

Location: Pereira, Colombia (On-site)
Employment Type: Full-time

Who We Are

At ThrivePass, we're on a mission to help employees and businesses Thrive—because benefits should be more than just checkboxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don't just talk about culture—we build it. Everything we do is rooted in our CARE values:

• Courageous – We embrace new challenges and fresh ideas.

• Accountable – We show up as our true selves and value transparency.

• Resourceful – We find creative solutions and make things happen.

• Engaged – We hold ourselves accountable and take pride in our work.

At ThrivePass, performance isn't just about hitting goals—it's about how you show up. We invest in our employees' growth and encourage bold thinking, collaboration, and continuous learning.

What You'll Do

The COBRA Operations Supervisor is responsible for leading, developing, and supporting a high-performing operations team while ensuring exceptional customer service, operational excellence, and compliance. This role partners closely with leadership to drive team performance, optimize processes, and deliver consistent, high-quality support to clients.

The ideal candidate is a people-first leader who enjoys coaching employees, solving complex operational challenges, and continuously improving the customer experience.

Team Leadership & Talent Development

• Lead, coach, mentor, and develop a high-performing operations team through regular feedback, performance management, and career development.

• Partner with People & Culture to recruit, interview, onboard, and proactively build a pipeline of qualified talent to support current and future staffing needs.

• Foster a culture of accountability, continuous learning, collaboration, and operational excellence.

Operational Excellence

• Oversee daily operations, including workload management, scheduling, service levels, and team performance.

• Monitor KPIs, customer satisfaction, and operational metrics, implementing action plans to improve results.

• Maintain and enhance standard operating procedures, training materials, and compliance requirements.

Customer Support & Escalations

• Serve as the primary escalation point for complex customer issues and ensure timely, effective resolution.

• Collaborate with Product, Operations, Data Services, Finance, and other internal teams to deliver exceptional client outcomes.

• Provide guidance on operational processes and customer support best practices.

Continuous Improvement

• Identify opportunities to improve operational efficiency, customer experience, and team effectiveness.

• Analyze trends, customer feedback, and operational data to recommend and implement process improvements.

• Lead or support strategic initiatives and special projects that advance departmental and organizational goals.

What You Bring

We're looking for a leader who enjoys developing people, improving operations, and delivering exceptional client experiences.

• A people-first leadership style with a passion for coaching, mentoring, and developing high-performing teams.

• Strong critical thinking and problem-solving skills with the ability to make sound decisions in a fast-paced environment.

• A customer-focused mindset that balances operational excellence with exceptional service.

• Strong organizational skills with the ability to prioritize competing demands and adapt to changing business needs.

• Excellent communication and collaboration skills that foster strong partnerships across teams.

• A continuous improvement mindset with a desire to streamline processes, develop talent, and drive operational results.

Must Haves

• 3+ years of experience in operations, employee benefits administration, customer service, or related fields.

• 2+ years of leadership experience, including coaching, mentoring, performance management, and employee development.

• Experience leading customer support and/or operations teams.

• Experience recruiting, interviewing, onboarding, and developing talent.

• Experience using metrics and KPIs to manage team performance and drive operational improvements.

• Advanced English proficiency (B2+ or higher).

Nice to Have

• Knowledge of or previous experience with COBRA administration.

• Experience with benefits administration, HR technology platforms, or related services.

• Experience developing KPIs, dashboards, and operational reporting.

• Experience leading process improvement, workflow optimization, or system implementation initiatives.

• Familiarity with compliance requirements related to employee benefits administration.

Why You'll Love Working Here

• Monthly salary range: Depending on experience.

• On-site position in Pereira, Colombia.

• A culture that values courageousness, authenticity, resourcefulness, and excellence.

• Opportunities to grow, learn, and advance your career.

• A collaborative team that genuinely enjoys working together and celebrating wins.

• An inclusive and welcoming environment where everyone feels valued and respected.

Join Us!

If you're passionate about leadership, operational excellence, and building high-performing teams, we'd love to hear from you.

Apply today and help us build exceptional experiences for our clients and their employees! 🚀