Manager, Medical Benefits

Justworks•New York, NY

6d•$109,000 - $136,000•Hybrid

About The Position

As the Manager, Medical Benefits, you will be integral to the success of our medical insurance products. You will help the team grow through overseeing day-to-day operational tasks and projects, identifying areas for improvement, and working with our external partners as well as Product, Engineering, Legal/Compliance, Underwriting, Customer Support, and Finance teams to provide new and existing customers with an incredible Benefits experience. You will also help identify trends and areas for improvement, and have the opportunity to implement new procedures.

Requirements

Minimum of 5+ years of experience in operations, onboarding role or customer service related field required
Minimum of 2 years of people and team management experience required, including providing coaching and development
Knowledge of benefit or insurance plans
Experience with ticket management systems (e.g. Jira) and workflows
Experience with AI and automation tools (e.g. Claude, Gemini, Gumloop)
Intermediate or advanced knowledge of Excel required
Strong project management and execution skills required
Strong written and verbal communication skills required
Extremely detail-oriented with great time management and critical thinking skills
Relationship/partner management experience required
Experience working collaboratively with internal teams and partners required
Experience working in a fast-paced, data-driven environment

Nice To Haves

Experience with SQL preferred

Responsibilities

Manage a team of professionals who are responsible for the operations of our medical insurance products for Justworks members, dependents, and customers
Oversee day-to-day team benefits operations including: Forecast and plan future ticket volume to allow for volume of inquiries to scale with Justworks growth
Establish and maintain KPIs, SLA, and Metrics Dashboards for reporting and management
Audit individual tickets to evaluate quality and timeliness of responses
Ensure accuracy, timeliness, and quality of the team’s work
Provide oversight on workload and project management to ensure efficient team operations
Create and maintain internal resource center for medical benefits
Manage and maintain documentation on internal controls to ensure SOX compliance
Identify areas for improvement in internal and external operational processes to ensure their scalability and simplicity
Establishing and leading regular cadence of team meetings and communications (e.g. weekly team meetings, 1:1s, etc.)
Approving timecards and PTO requests
Foster a collaborative and high performance-driven environment by: Effectively onboarding and providing ongoing training to setup the team for success
Supporting team members in identifying areas of improvement and creating tailored development plans for each employee
Collaborating with team members to set and report on effective annual and quarterly goals, contextualizing goals to broader company initiatives, and tracking timely progress
Fostering an AI-fluent team environment that encourages building automations and agents to constantly improve team processes and outcomes
Regularly delivering effective feedback and conducting timely performance reviews
Handling change management intentionally and and effectively to bring the team along
Holding regular 1-on-1s with the team to identify and clear blockers and provide ongoing feedback
Effectively navigating performance management challenges in a timely manner
Other performance management duties as needed
Establish standard operating procedures (SOPs) and service level agreements (SLAs) with internal and external partners and ensure that the team is regularly following and meeting them
Collaborate and effectively problem solve with cross-functional partners (e.g. other Operations teams, Product, Engineering, Underwriting, Billing, Customer Support, Legal/Compliance) by maintaining working relationships through regular check-ins and established communications channels
Work cross-functionally with Product and Engineering teams to oversee projects that address bug issues, file feeds, incidents, tooling enhancements, and the scaling and growth of new products
Keep relevant stakeholders informed of changes to relevant benefit processes and procedures
Proactively identify resourcing issues and screen/recruit talent with appropriate skills to ensure business continuity
Establish and maintain trusted relationships with carriers, vendors, and other external partners through regular check-ins and clear communication
Perform other related responsibilities as needed based on department and/or organizational needs.