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GustoGustoDenver, CO

Benefits Escalation Services Manager

Lead a team of 15 Operations Specialists handling benefits administration and health insurance enrollments for small businesses. Combine industry expertise, people management, AI fluency, and data-driven problem solving to drive operational excellence, automation, and scalability.

87k – 113k/yr
Hybrid3+ YOEOther

About the role

Responsibilities

  • Directly manage a team of ~15 Operations Specialists, including weekly 1:1s, real-time mentoring, and actionable feedback.
  • Ensure benefit enrollments are processed timely and accurately within SLAs; manage daily workflows balancing speed and quality.
  • Identify opportunities to leverage AI tools and automation to reduce manual work; coach team on adopting technologies to streamline carrier interactions.
  • Own team performance against monthly, quarterly, and annual objectives; monitor using scalable systems and data.
  • Serve as primary escalation point for high-impact cases; conduct root cause analysis for systemic improvements.
  • Lead change management by translating company initiatives and OKRs into daily actions; foster customer-first culture.

Requirements

  • 3+ years of experience in Benefits Administration, Health Insurance (Carrier side), or with a Benefits Broker (e.g., ADP, Rippling, Aetna, Cigna); understand the lifecycle of a benefit order.
  • 3+ years of experience leading projects, mentoring peers, or serving as a Team Lead/Subject Matter Expert.
  • AI fluency: comfortable using LLMs (e.g., ChatGPT, Claude, Gemini) and modern tools to draft communications, summarize data, and solve problems; seek ways to automate processes.
  • Data-driven: comfortable with Excel, Salesforce (SFDC), Tableau to measure performance and make decisions.
  • Experience with change management; able to inspire buy-in amid competing priorities.
  • Creative problem solver using first-principles approach to complex enrollment issues with customer-first mentality.
  • Bachelor’s degree preferred or equivalent relevant work experience.

Nice-to-Haves

  • Experience in a high-growth startup environment.
  • Specific experience with Salesforce (SFDC) reporting and dashboards.
  • Experience with prompt engineering or optimizing workflows using generative AI.
  • Proven track record of hiring or training top talent.

Skills

Benefits Administrationhealth insurancebenefits brokerAI ToolsLLMsChatGPTClaudegeminiSalesforcesfdcTableauExcelChange Management

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