EB Operations Manager

LIBERTY COMPANY INSURANCE BROKERS LLC•Los Angeles, CA

28d•Remote

About The Position

The Employee Benefits (EB) Operations Manager leads the infrastructure, systems, and operational execution, supporting the EB practice, serving as the central hub for operational excellence across the benefits department. This role is responsible for building and maintaining scalable backend operations that enable Account Management and Sales teams to perform efficiently and without operational friction. This role oversees agency systems, workflows, carrier access and appointments, and daily operational activity while driving training, data integrity, and process consistency. The EB Operations Manager also leads project management for acquisitions, book rolls, and integrations, ensuring seamless execution and alignment across stakeholders.

Requirements

4+ years of experience in employee benefits operations, brokerage operations, or a related systems/project management role
Hands-on experience with agency management systems (e.g., BenefitPoint, AMS360), including system administration, data management, and troubleshooting
Strong knowledge of carrier processes, licensing, appointments, and onboarding requirements
Proven experience managing workflows, operations, or teams in a fast-paced, multi-office or high-growth environment
Demonstrated ability to lead projects (e.g., integrations, system implementations, book rolls, or process improvements)
Experience with workflow/ticketing systems (e.g., Monday.com or similar), including managing volume, prioritization, and SLAs
Proficiency with Microsoft Office Suite
Strong analytical and problem-solving skills, with the ability to identify root causes and implement solutions
Ability to manage and resolve complex escalations requiring cross-functional coordination
Excellent communication skills, with the ability to train users and translate complex systems/processes into clear guidance
Highly organized with strong attention to detail and a commitment to data accuracy and integrity
Ability to prioritize effectively in a fast-paced, evolving environment, with strong follow-through and ownership of outcomes
Demonstrated ability to build trust and strong working relationships with internal teams, carriers, and external partners

Nice To Haves

Direct experience leading M&A integrations, partnership onboarding, or large-scale book rolls
Experience partnering closely with data/analytics teams to drive automation, reporting, or system improvements
Exposure to accounting alignment, agency management codes, or revenue tracking structures
Experience developing and delivering formal training programs, documentation, and SOPs across an organization
Familiarity with SharePoint or document management systems and governance best practices
Experience working with insurtech platforms or benefits administration systems (e.g., Employee Navigator, Ease, etc.)
Bachelor’s degree or equivalent professional experience

Responsibilities

Own and manage backend EB Operations including carrier appointments, contracting, commission setup, and producer/agency licensing coordination
Facilitate carrier access, including portal enablement, login requests, and agreements in coordination with legal
Ensure operational readiness for new and existing business across all markets
Collaborate with carriers, general agencies, and vendors to streamline processes and improve access
Lead the implementation, maintenance, and optimization of benefits and agency management systems
Serve as system administrator, including troubleshooting issues, connecting errors, and maintaining system integrity
Oversee system configurations including account setups, global changes, error logs, and data imports
Produce and manage account import templates and support data accuracy across platforms
Coordinate agency management code updates, benchmarking, and accounting alignment
Oversee daily departmental operations, including shared mailboxes, ticket systems, appointments and audit workflows
Establish, monitor, and enforce SLAs, prioritization protocols, and turnaround standards
Monitor ticket volume, resolution quality, and team responsiveness to ensure operational efficiency
Act as the primary escalation point for complex operational issues impacting service and sales teams
Lead EB Operations staff, driving accountability, productivity, and consistent execution
Oversee onboarding and offboarding of employee system and program access in coordination with IT and HR
Develop, maintain, and deliver training programs, materials, and documentation (guides, SOPs, playbooks)
Educate employees on systems, workflows, and operational best practices
Partner with leadership to roll out training on new tools, products, and initiatives
Serve as project management lead for partnership acquisitions, book rolls, carrier transitions, licensing, carrier appointments, and system integrations
Organize and oversee data integration, validation, and migration efforts for partnership offices
Maintain project plans, trackers, timelines, and accountability across cross-functional stakeholders
Support onboarding and integration of new teams and offices
Monitor audit results to identify trends, training needs, and corrective actions
Partner with Ops Data Analyst and stakeholders to root cause issues and implement process or automation improvements
Drive continuous improvement initiatives to enhance operational efficiency and end-user experience
Partner with Account Management and Sales to remove operational barriers and support onboarding, new business, and renewal execution
Communicate effectively across departments throughout the lifecycle of projects and escalations
Provide strategic insights, recommendations, and updates to leadership within area of responsibility
Participate in special projects and additional initiatives as assigned