Team Lead, Employer Services

Jobgether

2d

About The Position

In this role, you will lead and develop high-performing account management teams within a fast-paced, high-volume service environment. You will play a pivotal role in driving operational excellence, ensuring regulatory compliance, and consistently meeting demanding service level agreements. By combining people leadership, process optimization, and technology-driven innovation, you will help scale operations and improve customer outcomes. You will collaborate closely with cross-functional stakeholders to adapt to evolving regulations, products, and service needs. This position offers a strong mix of strategic oversight and hands-on leadership, empowering you to shape workflows, elevate team performance, and deliver measurable business impact. It is an ideal opportunity for a motivated leader who thrives in dynamic settings and is passionate about building engaged, resilient teams.

Requirements

• At least 3 years of leadership or supervisory experience, preferably in high-volume, queue-based service environments.
• Proven success managing operational performance, meeting strict SLAs, and driving quality outcomes.
• Strong people leadership skills, with experience coaching, developing, and motivating teams.
• Demonstrated ability to manage cross-functional projects and lead operational change initiatives.
• High attention to detail, strong organizational skills, and the ability to manage competing priorities.
• Proficiency with CRM and workforce management tools, including Salesforce, WHC, and Microsoft Excel.
• Experience leveraging AI and automation to improve efficiency, scalability, and service quality.
• Excellent communication, collaboration, and problem-solving abilities.

Responsibilities

• Lead, coach, and mentor account management teams, driving engagement, performance, and continuous development through regular 1:1s, team meetings, onboarding, and performance reviews.
• Manage day-to-day operations in a high-volume, queue-based environment, ensuring staffing, scheduling, and workload alignment to consistently meet SLAs and service standards.
• Monitor productivity, quality, renewals, and service metrics, using data-driven insights to identify risks, trends, and improvement opportunities.
• Drive continuous improvement initiatives by implementing best practices, streamlining workflows, and integrating AI and automation to improve efficiency and reduce operational risk.
• Oversee client and partner escalations, manage scopes of service and SLAs, and communicate priorities, risks, and progress to leadership.
• Lead cross-functional projects from planning through execution, ensuring alignment across stakeholders, timelines, and business objectives.
• Ensure full compliance with regulatory requirements, including HIPAA and HITECH, while promoting company values and leadership behaviors.

Benefits

• Competitive salary range of $50,900 – $65,400 per year.
• Performance-based bonus opportunities for eligible roles.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer contributions.
• Generous paid time off, holidays, and flexible scheduling options.
• Health savings and flexible spending accounts.
• Life and disability insurance coverage.
• Tuition reimbursement and ongoing professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed