Broker Experience Operations Lead

OneDigital; Mount Laurel Township (NJ); Presencial; USD 70.000 - 75.000; Jornada completa

Descripción de la vacante

OneDigital is hiring a Broker Service Experience Lead to oversee day-to-day broker service operations, including SLA attainment, staffing, training, and continuous improvement. You will supervise a team of broker service specialists and coordinate with leadership on process improvements and operational readiness.

This role emphasizes ownership of service delivery, escalation management, and ensuring a consistent, high-quality broker experience across functions.

Formación

• Bachelor’s degree preferred and/or 3+ years in benefits administration or broker service operations.
• Experience leading teams and managing service workflows.
• Strong interpersonal and customer service skills under pressure.
• Ability to diagnose root causes and implement solutions.

Responsabilidades

• Own service delivery performance and SLA attainment across Broker Experience operations.
• Supervise a team of 10-15 broker service specialists.
• Oversee shared mailbox management and workflow distribution.
• Lead daily operational execution and monitor service metrics.
• Develop staffing, cross-training, and business continuity plans.
• Coordinate carrier training and knowledge-sharing programs.
• Provide coaching and performance leadership for the BSS team.
• Support budgeting, workforce planning, and resource allocation.

Conocimientos

Team leadership

Customer service

Process improvement

Operations management

Communication

Educación

Bachelor’s degree or equivalent

Herramientas

Workday

Descripción del empleo

OneDigital is hiring a Broker Service Experience Lead to oversee day-to-day broker service operations, including SLA attainment, staffing, training, and continuous improvement. You will supervise a team of broker service specialists and coordinate with leadership on process improvements and operational readiness.

This role emphasizes ownership of service delivery, escalation management, and ensuring a consistent, high-quality broker experience across functions.