Broker Experience Operations Lead

OneDigital; Mount Laurel Township (NJ); On-site; USD 70,000 - 75,000; Full time

Job summary

OneDigital in New Jersey seeks a Broker Service Experience Lead to oversee day-to-day broker service operations, ensuring SLA attainment and high-quality service delivery across enrollment, billing, renewals, and support. The role leads a team of 10–15 specialists and partners with leadership to drive process improvements.

You will coach and mentor staff, manage workload and capacity, coordinate carrier training, and produce ad-hoc reports while upholding compliance and strong customer service

Qualifications

• Bachelor's degree or 3+ years of progressive service experience in benefits administration or broker services.
• Strong leadership, ability to manage workflows, and drive process improvements.
• Excellent interpersonal and customer service skills under pressure.

Responsibilities

• Own service delivery performance and SLA attainment across Broker Experience operations.
• Oversee 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.
• 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.

Skills

Team leadership

Service delivery

Customer service

Problem solving

Analytics

Education

Bachelor's degree

Job description

OneDigital in New Jersey seeks a Broker Service Experience Lead to oversee day-to-day broker service operations, ensuring SLA attainment and high-quality service delivery across enrollment, billing, renewals, and support. The role leads a team of 10–15 specialists and partners with leadership to drive process improvements.

You will coach and mentor staff, manage workload and capacity, coordinate carrier training, and produce ad-hoc reports while upholding compliance and strong customer service