Manager, Client Services (Benefits Administration Outsourcing)

WEXWEXUS•Remote, OH

7d•$92,400 - $116,100

About The Position

The Manager, Client Services at WEX leads and develops a team of Client Service Managers and Associates responsible for support and service delivery across a portfolio of key clients. The role oversees client support activities, promotes operational excellence and client satisfaction, and aligns service delivery with WEX’s business objectives. The manager establishes a culture of accountability and helps the team build trusted client partnerships, support renewals and growth, reduce attrition, and consistently deliver strong client outcomes. The manager coaches and develops team members, oversees workload distribution and resource allocation, and promotes knowledge sharing and continuous improvement. The role also maintains a limited book of client accounts, supports client relationships that need attention, and partners with newer managers as clients transition from implementation to ongoing service. The manager helps the team understand client businesses, identify and mitigate risks, implement services, and proactively manage client work and projects. Responsibilities span strategic service delivery, client and incident management, cross-functional collaboration, operational reporting, financial tracking, and administrative benefits services. The position requires consulting with clients on service delivery, system functionality, industry practices, and legislative changes, while coordinating with internal teams to resolve issues and deliver client work. The role also contributes to organizational service-management processes, playbooks, and initiatives.

Requirements

At least 3 years of experience in a leadership or management role within client service, account management, or service delivery.
At least 7 years of overall healthcare industry experience, including benefits administration.
Proven track record managing mid-market and enterprise-level client relationships and delivering exceptional service.
Bachelor’s degree or equivalent relevant experience.
Excellent verbal and written communication skills, with the ability to engage technical and business audiences at various levels.
Ability to understand complex client business needs and translate them into strategic service plans and team initiatives.
Strong problem-solving and analytical skills, including root-cause resolution, process improvement, and data-driven decision-making.
Experience coordinating and leading cross-functional teams to drive results and maintain seamless client delivery.
Highly accountable and proactive approach, including taking initiative, empowering a team, following through, and leading by example.

Responsibilities

Lead, mentor, and coach Client Service Managers and Associates, setting performance expectations, providing feedback, and supporting professional development.
Manage team workload distribution, resource allocation, client coverage, and service delivery capacity.
Promote knowledge sharing, best practices, accountability, high performance, and continuous improvement within the team.
Oversee support and service activities for the assigned client portfolio, ensuring delivery meets program and performance standards.
Serve as a central escalation point and strategic partner for client accounts, participating in client meetings and business reviews as needed.
Ensure the team understands client businesses, product usage, and service needs to anticipate requirements and proactively deliver value.
Identify opportunities to reduce support costs and operational friction through proactive service mechanisms.
Lead incident resolution and technical escalations, ensuring urgency, transparency, clear ownership, and effective communication.
Collaborate with sales, product, and support leadership to support client relationships, renewals, upsell, and cross-sell opportunities.
Monitor client satisfaction and establish ways to identify and resolve concerns before they affect relationships or revenue.
Analyze support performance data and metrics to identify systemic patterns, root causes, and service-delivery improvements.
Ensure accurate and consistent maintenance of service activities, client communications, and account health metrics.
Oversee financial tracking and reporting, review invoices for accuracy and compliance, and identify, document, and capture out-of-scope work.
Contribute to the development and improvement of account-service best practices, playbooks, and processes, and participate in team and company initiatives.
Lead administrative service delivery for a limited number of client accounts, complete project deliverables on time, and proactively communicate when deadlines are at risk.
Consult with clients on issues, system functionality, best practices, industry standards, legislative changes, and other service-delivery matters.
Document tasks according to internal guidelines, update internal tracking tools, and escalate at-risk deliverables appropriately.
Coordinate with internal teams to review issues, identify solutions, resolve problems, and deliver client results.
Use root-cause analysis tools to evaluate escalated issues and share findings with leadership and peers when issues may affect other clients.
Review client work orders, estimate effort and cross-functional tasks, document scope, assumptions, and fees, obtain internal reviews, and confirm client approval and signature.
Monitor and track out-of-scope, ACA, and Annual Enrollment revenue against budget.
Manage capacity and resource assignments, including interviews and performance evaluations.
Coordinate with the call center to keep tools updated and ensure training is provided before changes to client service delivery.
Identify training opportunities and recommend process improvements to streamline ongoing service delivery.
Perform additional client-support duties as assigned.

Benefits

Health insurance
Dental insurance
Vision insurance
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
Quarterly or annual bonus eligibility for non-sales roles, subject to role and applicable plan