Navia Benefit Solutions, Inc. · 3 weeks ago
Senior Operations Manager - Participant Services
United States
Full-time
Remote
Senior Level
$80K/yr - $110K/yr
5+ years expNavia Benefit Solutions, Inc. is a national, consumer-directed benefits provider serving over 10,000 employers across the United States. The Senior Operations Manager – Participant Services is responsible for driving operational excellence across the Participant Services department, overseeing Team Managers and ensuring high-quality service and performance in customer service operations.
ComplianceCustomer ServiceHuman Resources
Responsibilities
Operational Leadership: Oversees multiple Team Managers and their teams of Participant Advocates (CSRs), ensuring efficiency, high-quality service, and achievement of department-wide performance goals. Sets strategic priorities and ensures Service Levels are consistently met across all teams
Performance Management: Accountable for department KPIs and targets. Analyzes performance data, identifies trends and gaps, and develops action plans for improvement. Conducts regular performance reviews with Team Managers and provides guidance on promotions, disciplinary actions, and team development
Team Development: Coaches and mentors Team Managers to build leadership capability and drive team performance. Establishes consistent standards for coaching, development, and employee engagement across all teams
Change Management: Acts as a change champion for the department, communicating priorities and updates effectively. Leads implementation of new processes, tools, and initiatives while maintaining team engagement and operational continuity
Customer Experience: Takes ownership of escalated customer inquiries, complaints, and feedback to drive service improvements. Partners proactively with Client Service leaders to address and resolve client challenges
Process Improvement: Identifies opportunities for operational improvements and contributes ideas for enhancing efficiency and effectiveness. Documents process enhancements to ensure scalability and consistency across teams
Analytics & Reporting: Leverages data and analytics to inform workforce strategy and operational decision-making. Presents performance insights and recommendations to senior leadership
Compliance: Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility, and renewals
Cross-Functional Collaboration: Collaborates with partners across the organization to ensure a seamless and cohesive customer experience. Establishes strong working relationships with business leaders at all levels
Other duties as assigned
Qualification
Required
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
Preferred
Experience with workforce management tools, CRM systems, or benefits administration platforms
Benefits
Health Insurance
Dental & Vision Benefits
Education Reimbursement
401K with employer contribution
Employee Assistance Program
Paid Time Off
Company
Navia Benefit Solutions, Inc.
Navia is a national, Health and Wealth benefits provider serving 10,000+ clients across all 50 states.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
TA Associates
2021-01-01Private Equity
Leadership Team
Hilarie Aitken
Founder, Chief Executive Officer, and Partner
S
Stefan Knipp
Chief Growth Officer
Recent News
2025-04-26
Company data provided by crunchbase