Manager, Medical Benefit Operations

Who You Are

Do you have a passion for working with people and helping others grow professionally and personally? Are you a champion at leading through projects and working collaboratively with team members and cross-functional teams? Do you enjoy leaning into complex problems and tackling them through critical analysis? Are you driven by delivering the best possible solutions and making a practical and emotional impact on customers? Justworks has just the right opportunity for you! 

As the Manager, Medical Benefit Operations, you will be integral to the success of our medical insurance products. You will help the team grow through overseeing day-to-day operational tasks and projects, identifying areas for improvement, and working with our external partners as well as Product, Engineering, Legal/Compliance, Underwriting, Customer Support, and Finance teams to provide new and existing customers with an incredible Benefits experience. You will also help identify trends and areas for improvement, and have the opportunity to implement new procedures.

Your Success Profile

What You Will Work On

• Manage a team of professionals who are responsible for the operations of our medical insurance products for Justworks members, dependents, and customers
• Oversee day-to-day team benefits operations including:
  • Forecast and plan future ticket volume to allow for volume of inquiries to scale with Justworks growth 
  • Establish and maintain KPIs, SLA, and Metrics Dashboards for reporting and management  
  • Audit individual tickets to evaluate quality and timeliness of responses
  • Ensure accuracy, timeliness, and quality of the team’s work
  • Provide oversight on workload and project management to ensure efficient team operations 
  • Create and maintain internal resource center for medical benefits
  • Manage and maintain documentation on internal controls to ensure SOX compliance
  • Identify areas for improvement in internal and external operational processes to ensure their scalability and simplicity
  • Establishing and leading regular cadence of team meetings and communications (e.g.  weekly team meetings, 1:1s, etc.)
  • Approving timecards and PTO requests
• Foster a collaborative and high performance-driven environment by:
  • Effectively onboarding and providing ongoing training to setup the team for success
  • Supporting team members in identifying areas of improvement and creating tailored development plans for each employee
  • Collaborating with team members to set and report on effective annual and quarterly goals, contextualizing goals to broader company initiatives, and tracking timely progress
  • Fostering an AI-fluent team environment that encourages building automations and agents to constantly improve team processes and outcomes
  • Regularly delivering effective feedback and conducting timely performance reviews
  • Handling change management intentionally and and effectively to bring the team along
  • Holding regular 1-on-1s with the team to identify and clear blockers and provide ongoing feedback
  • Effectively navigating performance management challenges in a timely manner
  • Other performance management duties as needed
• Establish standard operating procedures (SOPs) and service level agreements (SLAs) with internal and external partners and ensure that the team is regularly following and meeting them
• Collaborate and effectively problem solve with cross-functional partners (e.g. other Operations teams, Product, Engineering, Underwriting, Billing, Customer Support, Legal/Compliance) by maintaining working relationships through regular check-ins and established communications channels
• Work cross-functionally with Product and Engineering teams to oversee projects that address bug issues, file feeds, incidents, tooling enhancements, and the scaling and growth of new products
• Keep relevant stakeholders informed of changes to relevant benefit processes and procedures
• Proactively identify resourcing issues and screen/recruit talent with appropriate skills to ensure business continuity
• Establish and maintain trusted relationships with carriers, vendors, and other external partners through regular check-ins and clear communication
• Perform other related responsibilities as needed based on department and/or organizational needs.

How You Will Do Your Work

As a Manager, Medical Benefit Operations, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.
• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 5+ years of experience in operations, onboarding role or customer service related field required
• Minimum of 2 years of people and team management experience required, 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 required
• Experience with SQL preferred
• Strong project management and execution skills required
• Strong written and verbal communication skills required
• Extremely detail-oriented with great time management and critical thinking skills
• Relationship/partner management experience required
• Experience working collaboratively with internal teams and partners required
• Experience working in a fast-paced, data-driven environment

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

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