Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else.
If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital.
Our Newest Opportunity:
Summary:
The Broker Service Experience Lead oversees the day-to-day execution and continuous improvement of the broker service operations, ensuring a consistent, high-quality broker experience. This role oversees service delivery, shared mailbox operations, quoting support, enrollment and implementation support, renewals, billing support, workforce planning, training, and operational readiness initiatives to ensure a consistent and high-quality broker experience. The position serves as the operational leader responsible for meeting service level agreements (SLAs), managing workflow capacity, and ensuring business continuity across service functions.
Essential Responsibilities
Own service delivery performance and SLA attainment across Broker Experience operations.
Oversee and supervise a team of roughly 10-15 broker service specialists
Oversee shared mailbox management, workflow distribution, queue prioritization, and workload balancing.
Lead daily operational execution and monitor service standards, productivity, turnaround times, and quality metrics.
Manage escalation resolution for complex broker, carrier, client, and operational issues.
Develop staffing, backup coverage, cross-training, and business continuity plans.
Oversee quoting intake processes, enrollment workflows, implementation support, renewals, and billing-related operational activities.
Partner with leadership to identify process improvement opportunities and implement operational efficiencies.
Coordinate carrier training, operational readiness initiatives, and knowledge-sharing programs.
Provide coaching, mentoring, and performance leadership for BSS team members.
Support budgeting, workforce planning, hiring recommendations, and resource allocation decisions.
Maintain operational controls, system access governance, and adherence to documented procedures.
Produce ad-hoc reports and support carrier compliance tasks, including documentation, audits, and regulatory reporting requirements.
Approach complex operational challenges with a solutions-first mindset; independently diagnose root causes, develop action plans, and guide team members through structured problem-solving processes.
Deliver exceptional customer service when navigating challenging broker and client situations, serving as a calm, authoritative, and empathetic point of escalation.
Manage and support day-to-day workforce administration activities, including timesheet review and approval, attendance tracking, and maintenance of employee data within Workday.
Success Measures
SLA achievement and turnaround times
Shared mailbox responsiveness
Operational accuracy and quality metrics
Staff readiness and cross-training coverage
Broker satisfaction and issue resolution
Workflow efficiency and capacity utilization
Business continuity and operational readiness
Qualifications
Bachelor's degree preferred and/or 3+ years of progressive service experience in benefits administration, broker service operations, insurance operations, customer service, or related operational environments.
Strong experience leading teams, managing service workflows, and driving process improvements.
Demonstrated ability to work independently as a self-starter, taking initiative to resolve complex issues without waiting for direction.
Exceptional interpersonal and customer service skills with the ability…