Broker Service Experience Lead - Hybrid (Mt. Laurel, NJ)

OneDigital • Laurel, NJ

6d • Hybrid

About The Position

The Broker Service Experience Lead oversees day-to-day execution and continuous improvement of broker service operations, ensuring consistent, high-quality service. The role leads service delivery across shared mailbox operations, quoting support, enrollment and implementation support, renewals, billing support, workforce planning, training, and operational readiness. It is accountable for service-level agreement (SLA) performance, workflow capacity, and business continuity across service functions.

The position supervises a team of approximately 10–15 broker service specialists and works with leadership to improve processes, allocate resources, and maintain operational controls. It also supports workforce administration, reporting, carrier compliance, documentation, audits, and regulatory reporting. The role is based in a hybrid work arrangement in Mt. Laurel, New Jersey.

Requirements

• Bachelor's degree preferred and/or at least 3 years of progressive service experience in benefits administration, broker service operations, insurance operations, customer service, or a related operational environment.
• Strong experience leading teams, managing service workflows, and driving process improvements.
• Ability to work independently, take initiative, and resolve complex issues without waiting for direction.
• Exceptional interpersonal and customer service skills, including the ability to handle high-pressure or difficult broker and client interactions professionally and calmly.

Nice To Haves

• A bachelor's degree.

Responsibilities

• Own service delivery performance and SLA attainment across Broker Experience operations.
• Oversee and supervise a team of approximately 10–15 broker service specialists.
• Manage shared mailboxes, workflow distribution, queue prioritization, and workload balancing.
• Lead daily operations and monitor service standards, productivity, turnaround times, and quality metrics.
• Resolve escalations involving complex broker, carrier, client, and operational issues.
• Develop staffing, backup coverage, cross-training, and business continuity plans.
• Oversee quoting intake, enrollment workflows, implementation support, renewals, and billing-related operations.
• Partner with leadership to identify process improvements and implement operational efficiencies.
• Coordinate carrier training, operational readiness initiatives, and knowledge-sharing programs.
• Coach, mentor, and provide performance leadership to BSS team members.
• Support budgeting, workforce planning, hiring recommendations, and resource allocation decisions.
• Maintain operational controls, system access governance, and adherence to documented procedures.
• Produce ad-hoc reports and support carrier compliance tasks, including documentation, audits, and regulatory reporting requirements.
• Diagnose complex operational issues, develop action plans, and guide team members through structured problem-solving.
• Provide exceptional customer service during challenging broker and client situations, acting as a calm, authoritative, and empathetic escalation point.
• Manage day-to-day workforce administration, including timesheet review and approval, attendance tracking, and employee data maintenance in Workday.

Benefits

• Health, wellbeing, retirement, and other financial benefits for eligible employees.
• Paid time off.
• Overtime pay for non-exempt employees.
• Learning and development programs.
• Reimbursement of job-related expenses according to company policy.
• Employee perks and discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager