Manager, Medical Benefit Operations

The role

You will manage a team of professionals responsible for medical insurance product operations. You will oversee day-to-day tasks, identify process improvements, and collaborate with cross-functional teams to support customers.

What you will do

• Manage a team of professionals responsible for medical insurance product operations
• Oversee day-to-day team benefits operations
• Forecast and plan future ticket volume
• Establish and maintain KPIs, SLA, and Metrics Dashboards
• Audit individual tickets to evaluate quality and timeliness
• Ensure accuracy, timeliness, and quality of the team's work
• Provide oversight on workload and project management
• Create and maintain internal resource center for medical benefits
• Manage and maintain documentation on internal controls for SOX compliance
• Identify areas for improvement in internal and external operational processes

Required qualifications

• Minimum of 5+ years of experience in operations, onboarding role or customer service related field
• Minimum of 2 years of people and team management experience, including providing coaching and development
• Knowledge of benefit or insurance plans
• Experience with ticket management systems (e.g. Jira) and workflows
• Experience with AI and automation tools (e.g. Claude, Gemini, Gumloop)
• Intermediate or advanced knowledge of Excel
• Strong project management and execution skills
• Strong written and verbal communication skills
• Extremely detail-oriented with great time management and critical thinking skills
• Relationship/partner management experience
• Experience working collaboratively with internal teams and partners
• Experience working in a fast-paced, data-driven environment

Nice to have

• Experience with SQL

Benefits

• Welcoming and casual environment
• Great benefits
• Wellness program offerings
• Company retreats

About the company

Justworks helps businesses get off the ground by enabling them to focus on running their business and solving HR issues. They are a data-driven company that works in a supportive, entrepreneurial environment.