Broker Experience & Service Delivery Lead

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

Benefits offered by this job

Health benefits

Paid time off

OT pay

Learning programs

Expense reimbursement

Employee discounts

Job summary

OneDigital is seeking a Broker Service Experience Lead to oversee day-to-day operations of broker service, ensuring SLA attainment and high-quality support. You will manage a team of 10–15 specialists, handle enrollment and billing activities, and drive process improvements across the function.

You will partner with leadership on staffing, readiness, and training initiatives, while ensuring regulatory reporting and smooth service delivery.

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 to navigate high-pressure or difficult broker and client interactions with professionalism and composure.

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.

Skills

Team leadership

Customer service

Process improvement

Operations management

Interpersonal skills

Education

Bachelor's degree preferred

Tools

Workday

Job description

OneDigital is seeking a Broker Service Experience Lead to oversee day-to-day operations of broker service, ensuring SLA attainment and high-quality support. You will manage a team of 10–15 specialists, handle enrollment and billing activities, and drive process improvements across the function.

You will partner with leadership on staffing, readiness, and training initiatives, while ensuring regulatory reporting and smooth service delivery.