Senior operations Manager - Participant Services

Navia Benefit Solutions•Moraine, OH

11d•$80,000 - $110,000•Hybrid

About The Position

The Senior Operations Manager – Participant Services is responsible for driving operational excellence across the Participant Services department. This role oversees multiple Team Managers and is accountable for the overall performance, service delivery, and strategic direction of customer service operations. The Senior Operations Manager ensures exceptional customer experiences by leading through data-driven decision making, process improvement, and team development. This position requires strong leadership, change management capabilities, and the ability to translate business strategy into operational results.

Requirements

5-7 years of experience in customer service operations, benefits administration, or employee benefits industry.
3-5 years of management experience, including leading managers or supervisors (not just individual contributors).
Proven track record of driving operational performance and achieving KPIs in a customer service environment.
Strong analytical skills with the ability to translate data into actionable insights and recommendations.
Ability to lead multiple teams with different roles, expectations, and levels of responsibility.
Excellent written and verbal communication skills with the ability to present to senior leaders.
Demonstrated ability to lead change and drive process improvement initiatives.
Comfortable providing constructive feedback and administering disciplinary action.
Ability to work independently, make decisions, and take initiative to solve problems.
Reliable, with willingness to work outside scheduled hours as needed, especially during peak season.
Proficiency with MS Office technology (Word, Excel, PowerPoint, Outlook).
Bachelor's degree required

Nice To Haves

MBA preferred.
Experience with workforce management tools, CRM systems, or benefits administration platforms preferred.

Responsibilities

Operational Leadership: Oversees multiple Team Managers and their teams of Participant Advocates (CSRs), ensuring efficiency, high-quality service, and achievement of department-wide performance goals. Sets strategic priorities and ensures Service Levels are consistently met across all teams.
Performance Management: Accountable for department KPIs and targets. Analyzes performance data, identifies trends and gaps, and develops action plans for improvement. Conducts regular performance reviews with Team Managers and provides guidance on promotions, disciplinary actions, and team development.
Team Development: Coaches and mentors Team Managers to build leadership capability and drive team performance. Establishes consistent standards for coaching, development, and employee engagement across all teams.
Change Management: Acts as a change champion for the department, communicating priorities and updates effectively. Leads implementation of new processes, tools, and initiatives while maintaining team engagement and operational continuity.
Customer Experience: Takes ownership of escalated customer inquiries, complaints, and feedback to drive service improvements. Partners proactively with Client Service leaders to address and resolve client challenges.
Process Improvement: Identifies opportunities for operational improvements and contributes ideas for enhancing efficiency and effectiveness. Documents process enhancements to ensure scalability and consistency across teams.
Analytics & Reporting: Leverages data and analytics to inform workforce strategy and operational decision-making. Presents performance insights and recommendations to senior leadership.
Compliance: Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility, and renewals.
Cross-Functional Collaboration: Collaborates with partners across the organization to ensure a seamless and cohesive customer experience. Establishes strong working relationships with business leaders at all levels.
Other duties as assigned.