Team Lead, Insurance Benefits
Leads day-to-day insurance benefits operations, partner servicing, ticket and SLA management, reporting, training, and escalations. Requires five years of operations experience, partnership management expertise, strong communication and analytical skills, and advanced knowledge of employee benefits.
About the job
Responsibilities
- Oversee day-to-day team benefits operations, including recurring stand-ups, ticket assignment and tracking, SLA adherence, response reviews, ad hoc emails, and escalated tickets.
- Evaluate current processes and create policies for servicing guidelines.
- Track and maintain external and internal partner SLAs.
- Own internal tickets and emails.
- Monitor and report ticket statuses, SLA issues, and other KPIs on a weekly, monthly, and quarterly basis.
- Resolve associate inquiries and escalations related to ticket- and email-based responsibilities.
- Maintain and improve reference and training materials.
- Identify trends and provide additional training when necessary.
- Manage new-hire onboarding and training schedules.
- Lead partner calls by relaying operational issues, feedback, and questions.
- Triage incoming issues and inquiries, escalating to Product, Engineering, or Legal when appropriate.
- Develop solutions for new issues using available resources and systems.
- Develop coaching relationships through regular check-ins.
- Build productive relationships with internal teams, including CSO and Sales.
Requirements
- 5 years of experience in an operations role.
- Extremely detail-oriented with strong time-management skills.
- Strong analytical, written, and verbal communication skills.
- Experience in a fast-paced, data-driven environment.
- Cross-functional experience.
- Experience in partnership management.
- Experience with Jira and Confluence or similar software.
- Ability to work independently and as part of a team.
- Advanced knowledge of life, disability, dental, or vision benefits.
Compensation
- Base wage range: $97,000–$106,700 per year for the New York City office.
Skills
Jira, Confluence, Sla Management, Ticket Management, Partnership Management, Benefits Administration, Life Insurance, Disability Benefits, Dental Benefits, Vision Benefits, Kpi Reporting, Training Development, Cross-Functional Collaboration
Similar jobs
Business Operations jobs
Gusto
Denver, COBuild and operate an AI-powered governance system for Benefits Labs, managing intake, pilots, measurement, and leadership recommendations. The role requires 4+ years in operations, program management, or business operations, plus hands-on experience building AI agents, automations, or multi-step workflows.
Headway
United States
Owns patient-safety triage operations, clinical product-launch readiness, safety reporting, and vendor performance. The role requires 5+ years in operations, strong data and process-design skills, and sound judgment in high-stakes escalation environments.
ZoomInfo
Vancouver, WASenior procurement professional managing sourcing, vendor contracts, negotiations, supplier governance, and procurement metrics. Requires a bachelor’s degree and 5+ years of procurement, sourcing, and contract administration experience, including IT and cloud agreements.
Prompt Health
Remote
Leads the buildout and scaling of benefit verification and authorization operations, establishing processes, performance systems, customer workflows, and leadership practices. The role partners closely with AI Engineering to automate work and improve service quality, capacity, and customer experience.
Fora
New York, NYLeads strategy, operations, growth, and advisor success initiatives to scale Fora’s UK market. Requires 5–7 years of experience spanning demanding professional services and operational or startup environments, strong modeling and project management skills, and a bachelor’s degree.