Benefits Operations Manager

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Skills you'll use

What you'll do

• Lead, coach, and develop a team of Operations Supervisors, building a high-performing organization through effective manager development and succession planning.
• Own end-to-end operational performance across multiple teams, including productivity, quality, SLA attainment, customer experience, and capacity utilization.
• Establish operating rhythms and review mechanisms to monitor KPIs, identify trends, and drive accountability for results.
• Drive workforce planning activities including forecasting, capacity planning, hiring strategies, and organizational design to support business growth and seasonal demand fluctuations.
• Lead cross-functional initiatives with Product, Engineering, Sales, Customer Support, and other internal stakeholders to address systemic issues, drive alignment, and improve the customer experience.
• Lead and prioritize automation opportunities, process redesign efforts, and tooling enhancements to improve efficiency and scalability.
• Present regular business reviews to senior leadership, highlighting performance outcomes, emerging risks, operational health, and strategic initiatives.
• Proactively identify potential operational challenges and implement preventive controls to mitigate business and customer impact.

Who can apply

• 6-8 years of experience in customer-facing operations environments such as Insurance operations, benefits operations, business operations/ product operations, or support operations.
• Minimum 3–5 years of people management experience, including direct experience leading frontline managers/ supervisors/team leaders.
• Demonstrated success managing large-scale operations with ownership of service delivery, performance metrics, and customer outcomes.
• Strong analytical and problem-solving capabilities, with experience translating data into strategic decisions and operational improvements.
• Experience with capacity planning, workforce management, organizational design, and resource allocation.
• Proven ability to influence and partner effectively with cross-functional stakeholders across multiple levels of the organization.
• Excellent project management and execution skills with a track record of driving complex initiatives to completion.
• Exceptional written and verbal communication skills, including experience presenting to senior leadership.

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