Senior Manager, Broker and Employer Services

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Formulate and implement the Broker and Employer Services strategy that aligns with Service & Experience and enterprise objectives.

• Spearhead transformation initiatives aimed at enhancing the broker and employer experience, service quality, efficiency, digital adoption, and overall organizational effectiveness.

• Create scalable servicing models that anticipate customer, market, and business demands.

• Shape service, operational, and customer experience strategies through data-informed recommendations.

• Take ownership of the complete broker and employer service experience across all channels and touchpoints.

• Act as an advocate for brokers and employers, ensuring that customer needs are reflected in enterprise priorities, processes, and solutions.

• Detect and resolve service, operational, and process inefficiencies through collaborative cross-functional efforts.

• Leverage customer feedback, service interactions, complaint trends, and performance metrics to enhance customer experience.

• Oversee daily operations of Broker and Employer Services, guaranteeing high-quality, efficient, and compliant service delivery.

• Propel performance across metrics such as service level, quality, customer satisfaction, first contact resolution, productivity, customer effort, and operational efficiency.

• Establish processes, controls, and service standards that promote operational excellence.

• Lead initiatives aimed at work simplification, waste reduction, variation minimization, and enhancing service delivery effectiveness.

• Ensure readiness for operational, regulatory, and organizational changes.

• Define and implement future-state servicing capabilities in collaboration with Digital, Technology, Product, and Operations teams.

• Champion the adoption of self-service, automation, AI-enabled technologies, workflow optimization, and digital servicing strategies.

• Support the development of an integrated omnichannel servicing experience.

• Utilize operational, customer, and business data to uncover opportunities, assess risks, identify trends, and drive performance improvements.

• Create scorecards, dashboards, and executive-level reporting tools.

• Convert data into actionable insights and recommendations to guide business decisions.

• Build, lead, and nurture a high-performance team.

• Manage through managers and supervisors, fostering an inclusive, engaged, and performance-oriented culture.

• Develop workforce strategies, staffing frameworks, succession plans, and organizational capabilities.

• Mentor and cultivate leaders while driving talent development initiatives.

• Oversee resources, budgets, financial performance, and vendor utilization.

• Assess investments and initiatives based on customer value, operational effectiveness, and enterprise outcomes.

• Undertake other duties and projects as assigned.

⛳️ Requirements

• Bachelor’s degree in a relevant field or an equivalent combination of education and experience.

• Over 8 years of progressive leadership experience in service operations, customer experience, broker services, employer services, healthcare operations, or related business functions.

• More than 5 years of leadership experience managing managers, supervisors, or professional staff.

• Proven experience in driving transformational change, achieving operational excellence, and enhancing customer experience.

• Experience leading complex cross-functional initiatives and influencing stakeholders at various organizational levels.

• Strong analytical, problem-solving, and business acumen skills, with the capacity to leverage data for decision-making.

• Preferred: Master’s degree.

• Preferred experience in health plans, payers, brokerages, employer groups, or healthcare services.

• Preferred experience with customer experience strategy, contact center operations, digital servicing, CRM platforms, automation, or AI-enabled technologies.

• Preferred experience in organizational design, workforce planning, or large-scale change initiatives.

• Lean, Six Sigma, continuous improvement, or operational excellence certification is preferred.

• Ability to lead, manage, and develop staff effectively.

• Experience in project management, team leadership, and supervision.

• Excellent written and verbal communication and presentation skills are required.

• Exceptional operational problem-solving abilities.

• Capacity to make independent decisions impacting staff workload, priorities, and goals.

• Ability to thrive in a team-oriented environment.

• Must be able to work under standard office conditions and remotely as necessary.

• May be required to work additional hours beyond the standard work schedule.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Retirement plans.

• Paid time off.

• Employer-paid life and disability insurance with additional buy-up options available.

• Tuition assistance program.

• Well-being benefits.

• Comprehensive benefits package to support career development, individual and family health, and financial well-being.

• Eligibility for variable pay.