Benefits Operations Manager
Leads Benefits Operations Supervisors and owns large-scale operational performance, workforce planning, process optimization, and cross-functional initiatives. Requires 6–8 years in customer-facing operations and 3–5 years managing frontline leaders.
About the job
Responsibilities
- Lead, coach, and develop Operations Supervisors through manager development and succession planning.
- Own 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.
- Lead workforce planning, including forecasting, capacity planning, hiring strategies, and organizational design.
- Lead cross-functional initiatives with Product, Engineering, Sales, Customer Support, and other stakeholders to address systemic issues and improve customer experience.
- Prioritize automation, process redesign, and tooling enhancements to improve efficiency and scalability.
- Present business reviews to senior leadership covering performance, risks, operational health, and strategic initiatives.
- Identify operational challenges and implement preventive controls.
Requirements
- 6–8 years of experience in customer-facing operations, such as insurance, benefits, business, product, or support operations.
- 3–5 years of people management experience, including leadership of frontline managers, supervisors, or team leaders.
- Experience managing large-scale operations with ownership of service delivery, performance metrics, and customer outcomes.
- Strong analytical and problem-solving skills, with the ability to translate data into strategic decisions and operational improvements.
- Experience with capacity planning, workforce management, organizational design, and resource allocation.
- Ability to influence and partner with cross-functional stakeholders at multiple organizational levels.
- Strong project management and execution skills.
- Excellent written and verbal communication skills, including presenting to senior leadership.
- Proficiency with Google Workspace or Microsoft Office, particularly Sheets or Excel.
- Ability to work partly on U.S. Eastern Time hours; standard shift timing is 1 PM–10 PM IST.
- Ability to thrive in fast-paced, ambiguous environments and prioritize competing needs.
- Ownership mindset and commitment to continuous improvement.
Nice to Have
- Familiarity with Salesforce, Jira, and Confluence.
- Experience in a SaaS or high-growth startup environment.
Compensation and Benefits
- No compensation information provided.
Skills
Google Workspace, Microsoft Office, Google Sheets, Excel, Salesforce, Jira, Confluence, Capacity Planning, Workforce Management, Organizational Design, Resource Allocation, Process Automation, Kpi Analysis, Project Management, Sla Management
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