Broker & Employer Experience Leader

Point32Health; Massachusetts; Hybrid; USD 133,000 - 200,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement plans

Paid time off

Employer-paid life and disability insu

Tuition program

Well-being benefits

Job summary

Point32Health is seeking a Senior Manager, Broker & Employer Services to lead strategy, performance, operations, and transformation of our 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.

Qualifications

• 8+ years of progressive leadership in service operations, customer experience, broker services, employer services, healthcare operations, or related business functions.
• Preferred: 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.

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.

Job description

Point32Health is seeking a Senior Manager, Broker & Employer Services to lead strategy, performance, operations, and transformation of our 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.