Broker Service Experience Lead - Hybrid (Mt. Laurel, NJ)

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

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 ResponsibilitiesOwn service delivery performance and SLA attainment across Broker Experience operations.Oversee and supervise a team of roughly 10-15 broker service specialistsOversee 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 MeasuresSLA achievement and turnaround timesShared mailbox responsivenessOperational accuracy and quality metricsStaff readiness and cross-training coverageBroker satisfaction and issue resolutionWorkflow efficiency and capacity utilizationBusiness continuity and operational readinessQualificationsBachelor'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.The typical base pay range for this role nationwide is $70,000 to $75,000 per year .Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.To learn more, visit: www.onedigital.com/careersOneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here .Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:City and County of San FrancsicoCity of Los AngelesCounty of Los AngelesEmployment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.In short, we believe in hiring the most qualified applicant for the position, regardless of background.If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.Thank you for your interest in joining the OneDigital team!