Benefits Escalation Services Manager

📋 Description

• Lead a team of ~15 Operations Specialists delivering benefits administration with carriers.
• Manage day-to-day workflow and ensure timely, accurate enrollments within SLAs.
• Drive AI and automation to reduce manual work and improve carrier interactions.
• Own team performance metrics across monthly, quarterly, and annual goals.
• Resolve high-impact escalations and perform root-cause analysis for improvements.
• Champion change by translating company OKRs into daily actions and team priorities.

🎯 Requirements

• 3+ years in Benefits Administration, Health Insurance, or with a Benefits Broker.
• 3+ years leading projects, mentoring peers, or as a Team Lead/SME.
• AI fluency; comfortable using LLMs and AI tools.
• Data-driven mindset; proficient with Excel, Salesforce/SFDC, Tableau.
• Bachelor's degree preferred, or equivalent work experience.
• Bonus: Salesforce reporting/dashboards and Prompt Engineering experience.

🎁 Benefits

• Competitive pay, benefits, and RSUs for full-time staff.
• Total Rewards philosophy and compensation transparency.
• AI tools access and ongoing fluency growth.
• Hybrid work with 2-3 in-office days per week.
• Inclusive culture focused on small businesses.
• Equal opportunity employer; accommodations available.