Senior Manager, Broker and Employer Services

Point32Health • Canton, MA

1d • $133,156 - $199,734 • Hybrid

About The Position

The Senior Manager, Broker & Employer Services is responsible for leading the strategy, performance, operations, and transformation of Point32Health's Broker and Employer servicing functions. This role serves as a key leader within the Service & Experience division and is accountable for delivering an exceptional end-to-end experience while advancing enterprise priorities related to growth, retention, operational excellence, digital adoption, and customer satisfaction. The Senior Manager serves as the voice of brokers and employers across Point32Health, translating customer insights, operational data, and service trends into actionable business improvements. Working across Sales, Account Management, Operations, Product, Digital, Technology, and Business teams, this leader identifies opportunities to simplify experiences, reduce customer effort, modernize service delivery, and strengthen broker and employer relationships. This role requires a strategic and customer-focused leader who can balance operational execution with transformational change, building scalable service capabilities that support Point32Health's future growth and service excellence objectives.

Requirements

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• 8+ years of progressive leadership experience in service operations, customer experience, broker services, employer services, healthcare operations, or related business functions.
• 5+ years of leadership experience managing managers, supervisors, or professional staff.
• Demonstrated experience driving transformational change, operational excellence, and customer experience improvement.
• Experience leading complex cross-functional initiatives and influencing stakeholders at multiple organizational levels.
• Strong analytical, problem-solving, and business acumen skills, with the ability to use data to drive decision-making.
• Ability to lead, manage and develop staff.
• Experience in project management, team leadership and supervision.
• Excellent written and verbal communication and presentation skills required.
• Superior operational problem-solving skills
• Ability to make independent decisions that affect staff work volume, priorities, and goals.
• Effective in a team environment.
• Resilient, collaborative, flexible, innovative.

Nice To Haves

• Master’s degree
• Health plan, payer, broker, employer group, or healthcare services experience.
• Experience with customer experience strategy, contact center operations, digital servicing, CRM platforms, automation, or AI-enabled technologies.
• Experience leading organizational design, workforce planning, or large-scale change initiatives.
• Lean, Six Sigma, continuous improvement, or operational excellence certification.

Responsibilities

• Develop and execute the Broker and Employer Services strategy in alignment with Service & Experience and enterprise priorities.
• Lead transformation initiatives that improve the broker and employer experience while advancing service quality, efficiency, digital adoption, and organizational effectiveness.
• Anticipate future customer, market, and business needs and develop scalable servicing models that support growth and evolving expectations.
• Partner with enterprise leaders to influence service, operational, and customer experience strategies through data-driven recommendations and insights.
• Serve as a champion for innovation, continuous improvement, and customer-centric thinking across the organization.
• Own the end-to-end broker and employer service experience across all channels and touchpoints.
• Serve as the primary advocate for brokers and employers, ensuring customer needs are reflected in enterprise priorities, processes, and solutions.
• Identify service, operational, and process breakdowns that create friction and lead cross-functional efforts to resolve them.
• Use customer feedback, service interactions, complaint trends, and performance metrics to identify opportunities to improve the overall customer experience.
• Partner with Sales, Account Management, Product, Marketing, and Operations teams to improve broker and employer satisfaction, retention, and loyalty.
• Lead day-to-day Broker and Employer Services operations, ensuring delivery of high-quality, efficient, and compliant service.
• Drive performance against key metrics including service level, quality, customer satisfaction, first contact resolution, productivity, customer effort, and operational efficiency.
• Establish consistent processes, controls, and service standards that support operational excellence and sustainable performance.
• Lead efforts to simplify work, eliminate waste, reduce variation, and improve the effectiveness of service delivery.
• Ensure operational readiness for business, regulatory, and organizational changes.
• Partner with Digital, Technology, Product, and Operations teams to define and implement future-state servicing capabilities.
• Lead adoption of self-service solutions, automation, AI-enabled technologies, workflow optimization, and digital servicing strategies.
• Identify opportunities to shift interactions to lower-effort channels while improving customer outcomes.
• Support development of an integrated and seamless omnichannel servicing experience.
• Use operational, customer, and business data to identify opportunities, risks, trends, and performance improvement opportunities.
• Develop performance scorecards, dashboards, and executive-level reporting to drive accountability and transparency.
• Translate data into meaningful insights and recommendations that influence business decisions.
• Monitor emerging trends and proactively recommend solutions that improve customer and business outcomes.
• Build, lead, and develop a high-performing team focused on service excellence, accountability, innovation, and collaboration.
• Lead through managers and supervisors while fostering an inclusive, engaged, and performance-driven culture.
• Develop workforce strategies, staffing models, succession plans, and organizational capabilities that align resources to current and future business needs.
• Coach and develop leaders to strengthen leadership effectiveness, employee engagement, and business performance.
• Drive talent development and create growth opportunities across the Broker & Employer Services organization.
• Be accountable for financial management of Broker and Employer Services operations, including resource planning, budget management, and financial performance monitoring.
• Ensure effective utilization of people, technology, and vendor resources to achieve business objectives.
• Evaluate investments, initiatives, and business opportunities through the lens of customer value, operational effectiveness, and enterprise outcomes.
• Support achievement of enterprise growth, retention, and service goals through operational excellence and customer experience improvements.
• Other duties and projects as assigned.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

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