Medical Benefits Operations Lead

Justworks; New York (NY); On-site; USD 109,000 - 136,000; Full time

Job summary

Justworks in New York City is seeking a Manager, Medical Benefits to lead operations of our medical insurance products for members and dependents. You will oversee day-to-day tasks, partner with Product, Engineering, Legal/Compliance, Underwriting, Customer Support and Finance to deliver a best-in-class benefits experience.

You will identify trends, optimize processes, implement new procedures, and guide a high-performing team to meet KPIs, SLAs, and program goals while focusing on scalable,

Qualifications

• Minimum of 5+ years of experience in operations, onboarding role or customer service related field required.
• Minimum of 2 years of people and team management experience required, including providing coaching and development.
• Knowledge of benefit or insurance plans.
• Experience with ticket management systems (e.g. Jira) and workflows.
• Experience with AI and automation tools (e.g. Claude, Gemini, Gumloop).
• Intermediate or advanced knowledge of Excel required.

Responsibilities

• Manage a team of professionals responsible for operations of Justworks medical insurance products for members, dependents, and customers.
• Oversee day-to-day team benefits operations including forecasting ticket volume and scaling with growth.
• Establish KPIs, SLAs, and Metrics Dashboards for reporting and management.
• Audit tickets to evaluate quality and timeliness of responses; ensure accuracy and timeliness.
• Provide workload and project management oversight to ensure efficient operations.
• Create and maintain internal resource center for medical benefits; maintain docs for SOX compliance.

Skills

Operations leadership

People management

Project management

AI & automation awareness

Jira

Excel

SQL

Communication

Time management

Tools

Jira

Excel

SQL

Claude

Gemini

Gumlop

Job description

Justworks in New York City is seeking a Manager, Medical Benefits to lead operations of our medical insurance products for members and dependents. You will oversee day-to-day tasks, partner with Product, Engineering, Legal/Compliance, Underwriting, Customer Support and Finance to deliver a best-in-class benefits experience.

You will identify trends, optimize processes, implement new procedures, and guide a high-performing team to meet KPIs, SLAs, and program goals while focusing on scalable,