Benefits Operations Manager

Position Summary:

The Benefits Operations Manager provides strategic leadership and operational oversight for the Benefits Department, ensuring the efficient delivery of benefits administration services across clients, including PEO and broker clients. This role serves as a trusted advisor to the organization, focusing on optimizing benefits processes, offerings, systems, and vendor partnerships while maintaining a high standard of client and employee experience.

The Benefits Operations Manager oversees the Benefits System Lead and a team of Benefits Specialists, driving performance, scalability, and continuous improvement. This position partners closely with Technology, Payroll, HR Client Services, Sales, and external vendors to ensure benefit programs are compliant, cost-effective, and operationally sound.

Key Responsibilities:

Leadership & Team Management

• Lead, coach, and develop the Benefits team, including the Benefits Data Analyst and Benefits Specialists.
• Provide direction, prioritization, and performance management to ensure service excellence and accountability.
• Establish clear roles, workflows, and escalation paths to support consistency and scalability.
• Foster a collaborative, high-performing team culture focused on service, accuracy, and continuous improvement.

Benefits Operations & Strategy

• Serve as a strategic advisor on benefits operations, delivery models, and service capabilities across all client types.
• Evaluate and improve benefits processes, ensuring efficiency, accuracy, and a strong client and employee experience.
• Partner with senior leadership to recommend enhancements to benefit offerings, operational standards, and service delivery.
• Oversee the successful planning and execution of Open Enrollment, including resource planning, timelines, and risk mitigation.

Systems, Data & Process Oversight

• Provide oversight for benefits systems, data integrity, and integrations in partnership with the Benefits System Lead.
• Ensure benefits configurations, eligibility rules, and data feeds support compliance and operational accuracy.
• Establish governance, controls, and audit processes for benefits data and system changes.
• Support system implementations, enhancements, and vendor transitions as needed.

Vendor & Partner Management

• Own strategic relationships with insurance carriers, brokers, TPAs, and benefits technology vendors.
• Negotiate service standards, resolve escalations, and evaluate vendor performance.
• Partner with Finance and Technology on billing accuracy, reconciliations, and system alignment.
• Drive continuous improvement through regular vendor reviews and operational assessments.

Compliance, Risk & Governance

• Ensure benefits administration processes align with applicable regulations (ERISA, COBRA, ACA, HIPAA as operationally applicable).
• Oversee routine compliance activities, documentation, audits, and reporting.
• Identify operational risks and implement controls to mitigate errors, data issues, or service disruptions.

Cross-Functional Collaboration

• Partner closely with Payroll, HR, Sales, Client Services, and Technology teams to support client and employee needs.
• Provide operational guidance for complex benefit issues, escalations, and non-standard client scenarios.
• Represent Benefits Operations in cross-department initiatives, projects, and leadership discussions.