Hybrid Senior Operations Manager – Participant Services

at Navia Benefit Solutions, Inc.

• Job title: Senior Operations Manager – Participant Services
• Job type: Full Time
• Experience level: Senior
• Salary: $80,000 - $110,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Senior Operations Manager overseeing Participant Services to ensure operational excellence and high-quality customer service. Leading a team of managers and driving process improvements in the benefits administration sector.

Responsibilities

• Oversees multiple Team Managers and their teams of Participant Advocates (CSRs), ensuring efficiency, high-quality service, and achievement of department-wide performance goals.
• Accountable for department KPIs and targets. Analyzes performance data, identifies trends and gaps, and develops action plans for improvement.
• Coaches and mentors Team Managers to build leadership capability and drive team performance.
• Acts as a change champion for the department, communicating priorities and updates effectively.
• Takes ownership of escalated customer inquiries, complaints, and feedback to drive service improvements.
• Identifies opportunities for operational improvements and contributes ideas for enhancing efficiency and effectiveness.
• Leverages data and analytics to inform workforce strategy and operational decision-making.
• Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility, and renewals.
• Collaborates with partners across the organization to ensure a seamless and cohesive customer experience.

Requirements

• 5-7 years of experience in customer service operations, benefits administration, or employee benefits industry.
• 3-5 years of management experience, including leading managers or supervisors (not just individual contributors).
• Proven track record of driving operational performance and achieving KPIs in a customer service environment.
• Strong analytical skills with the ability to translate data into actionable insights and recommendations.
• Ability to lead multiple teams with different roles, expectations, and levels of responsibility.
• Excellent written and verbal communication skills with the ability to present to senior leaders.
• Demonstrated ability to lead change and drive process improvement initiatives.
• Comfortable providing constructive feedback and administering disciplinary action.
• Ability to work independently, make decisions, and take initiative to solve problems.
• Reliable, with willingness to work outside scheduled hours as needed, especially during peak season.
• Proficiency with MS Office technology (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree required; MBA preferred.
• Experience with workforce management tools, CRM systems, or benefits administration platforms preferred.

Benefits

• Health Insurance
• Dental & Vision Benefits
• Education Reimbursement
• 401K with employer contribution
• Employee Assistance Program
• Paid Time Off