Navia Benefit Solutions, Inc.

Senior Operations Manager – Participant Services

Navia Benefit Solutions, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Arizona, Colorado, Florida, Illinois, Kansas, Minnesota, Missouri, Montana, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, South Dakota, Tennessee, Texas, Utah • 🇺🇸 United States

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Salary

💰 $80,000 - $110,000 per year

Job Level

Senior

About the role

  • Oversees multiple Team Managers and their teams of Participant Advocates (CSRs), ensuring efficiency, high-quality service, and achievement of department-wide performance goals.
  • Accountable for department KPIs and targets. Analyzes performance data, identifies trends and gaps, and develops action plans for improvement.
  • Coaches and mentors Team Managers to build leadership capability and drive team performance.
  • Acts as a change champion for the department, communicating priorities and updates effectively.
  • Takes ownership of escalated customer inquiries, complaints, and feedback to drive service improvements.
  • Identifies opportunities for operational improvements and contributes ideas for enhancing efficiency and effectiveness.
  • Leverages data and analytics to inform workforce strategy and operational decision-making.
  • Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility, and renewals.
  • Collaborates with partners across the organization to ensure a seamless and cohesive customer experience.

Requirements

  • 5-7 years of experience in customer service operations, benefits administration, or employee benefits industry.
  • 3-5 years of management experience, including leading managers or supervisors (not just individual contributors).
  • Proven track record of driving operational performance and achieving KPIs in a customer service environment.
  • Strong analytical skills with the ability to translate data into actionable insights and recommendations.
  • Ability to lead multiple teams with different roles, expectations, and levels of responsibility.
  • Excellent written and verbal communication skills with the ability to present to senior leaders.
  • Demonstrated ability to lead change and drive process improvement initiatives.
  • Comfortable providing constructive feedback and administering disciplinary action.
  • Ability to work independently, make decisions, and take initiative to solve problems.
  • Reliable, with willingness to work outside scheduled hours as needed, especially during peak season.
  • Proficiency with MS Office technology (Word, Excel, PowerPoint, Outlook).
  • Bachelor's degree required; MBA preferred.
  • Experience with workforce management tools, CRM systems, or benefits administration platforms preferred.
Benefits
  • Health Insurance
  • Dental & Vision Benefits
  • Education Reimbursement
  • 401K with employer contribution
  • Employee Assistance Program
  • Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service operationsbenefits administrationoperational performanceKPI achievementdata analysisprocess improvementworkforce strategydecision-makingproblem-solving
Soft skills
leadershipcoachingmentoringcommunicationchange managementconstructive feedbackindependencereliabilityinitiative
Certifications
Bachelor's degreeMBA