Jacob Anderson

About Jacob Anderson

I help organizations scale customer experience, operational infrastructure, and growth strategy during high-growth and transformation phases.For more than 15 years, I’ve led cross-functional teams and built operational ecosystems that enable companies to launch new products, expand into new markets, and improve customer satisfaction, retention, and enterprise performance. My work consistently focuses on aligning customer outcomes, operational scalability, and business strategy to drive measurable growth.Currently, I serve as Senior Director at GoHealth, where I lead enterprise onboarding and service operations supporting over agents annually. In this role, I’ve helped launch new lines of business, built service automation and AI-enabled self-service tools, and partnered closely with product, engineering, and commercial leadership to scale customer and operational performance.Previously, at Vivint Smart Home, I led regional customer experience, field service operations, and workforce scaling initiatives during a period of rapid market expansion and emerging smart home technology adoption. I worked directly with product, UX, and engineering teams to design technician workflow platforms, improve NPS and service efficiency, and support large-scale growth initiatives across new and expanding markets.My leadership philosophy centers on balancing three critical priorities:• Delivering exceptional customer outcomes• Building scalable, efficient operational systems• Driving measurable business performance and strategic growthI am particularly energized by leading teams in fast-moving, innovation-focused, and transformation-driven environments where customer experience and operational execution serve as core growth accelerators.

Experience

1. Sr Director of Operations, Licensing and Onboarding

   Gohealth

   Feb 2021 — Present · Houston, TX, US

   Lead enterprise onboarding, licensing strategy, and service operations supporting over agents annually across multiple lines of business. Partner with executive leadership to align customer experience, operational scalability, and compliance infrastructure with enterprise growth objectives.Key Contributions & Impact:• Spearheaded enterprise onboarding transformation leveraging automation, workflow redesign, and service technology, reducing onboarding labor costs by 59% while improving agent readiness and experience.• Built and scaled operational infrastructure supporting new product launches, including Life Insurance and Hospital Indemnity lines of business, contributing to an additional $30M+ in top-line revenue.• Direct oversight of multimillion-dollar licensing and compliance operating budget; implemented cost governance strategies that reduced annual expenditures by 8%.• Designed and deployed Salesforce-integrated compliance and onboarding workflows improving data visibility, audit readiness, and operational efficiency.• Led development of Jira Service Management support environment, knowledge base architecture, and AI-assisted self-service tools improving service accessibility and reducing internal support volume.• Serve as strategic advisor to C-suite leaders including CMO, COO, and General Counsel on compliance, onboarding scalability, and operational risk management.• Partner cross-functionally with Product, Engineering, Finance, and Commercial leadership to align service delivery capabilities with enterprise growth strategy.

Education

• University of Arkansas

  Master of Science (MS), Applied Horticulture/Horticulture Operations, General

  2011 — 2013

• Brigham Young University - Idaho

  Bachelor of Applied Science - BASc

  2004 — 2008