Senior Operations Manager - Participant Services

Navia Benefit Solutions, Inc.; Moraine (OH); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision Benefits

Education Reimbursement

401(k) with employer contribution

Paid Time Off

Job summary

A national benefits provider seeks a Senior Operations Manager for Participant Services to enhance service delivery, lead team managers, and leverage data-driven decisions. The ideal candidate has 5-7 years in customer service operations, with strong leadership and analytical skills. Responsibilities include overseeing performance metrics, leading change management initiatives, and ensuring excellent customer experiences. This full-time role offers a competitive salary of $80,000 – $110,000 annually, depending on experience, with remote and hybrid options available.

Qualifications

• 5-7 years of experience in customer service operations or employee benefits industry.
• 3-5 years of management experience with proven track record.
• Ability to work independently and lead multiple teams.

Responsibilities

• Oversee multiple team managers ensuring efficiency and high-quality service.
• Accountable for department KPIs and develop action plans for improvement.
• Act as a change champion and lead implementation of new processes.

Skills

Customer service operations

Leadership

Analytical skills

Change management

Communication skills

Education

Bachelor's degree

MBA (preferred)

Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Workforce management tools

CRM systems

Job description

Senior operations Manager - Participant Services

Join to apply for the Senior operations Manager - Participant Services role at Navia Benefit Solutions, Inc.

About the Company: Navia is a national, consumer‑directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers.

Founded in 1989, Navia began as Flex‑Plan Services and has grown into one of the nation’s premier benefit providers, offering FSA, HSA, HRA, commuter, lifestyle, 401(k), benefit administration, education, COBRA, and more.

Why Join Navia?

• Impact: Play a pivotal role in supporting employers and employees nationwide.
• Growth: Advance your skills with a team committed to excellence and innovation.
• Culture: Join a company that values collaboration, innovation, and customer‑first solutions.

Navia Offers:

• Health Insurance
• Dental & Vision Benefits
• Education Reimbursement
• 401(k) with employer contribution
• Employee Assistance Program
• Paid Time Off

Position Summary

The Senior Operations Manager – Participant Services is responsible for driving operational excellence across the Participant Services department. This role oversees multiple team managers and is accountable for overall performance, service delivery, and strategic direction of customer service operations. The Senior Operations Manager ensures exceptional customer experiences by leading through data‑driven decision making, process improvement, and team development. This position requires strong leadership, change management capabilities, and the ability to translate business strategy into operational results.

Essential Functions

• Operational Leadership: Oversee multiple team managers and their teams of Participant Advocates (CSRs), ensuring efficiency, high‑quality service, and achievement of department‑wide performance goals. Set strategic priorities and ensure service levels are consistently met.
• Performance Management: Accountable for department KPIs and targets. Analyze performance data, identify trends and gaps, and develop action plans for improvement. Conduct regular performance reviews with team managers and provide guidance on promotions, disciplinary actions, and team development.
• Team Development: Coach and mentor team managers to build leadership capability and drive team performance. Establish consistent standards for coaching, development, and employee engagement across all teams.
• Change Management: Act as a change champion, communicating priorities and updates effectively. Lead implementation of new processes, tools, and initiatives while maintaining team engagement and operational continuity.
• Customer Experience: Take ownership of escalated customer inquiries, complaints, and feedback to drive service improvements. Partner proactively with Client Service leaders to address and resolve client challenges.
• Process Improvement: Identify opportunities for operational improvements and contribute ideas for enhancing efficiency and effectiveness. Document process enhancements to ensure scalability and consistency across teams.
• Analytics & Reporting: Leverage data and analytics to inform workforce strategy and operational decision‑making. Present performance insights and recommendations to senior leadership.
• Compliance: Ensure adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility, and renewals.
• Cross‑Functional Collaboration: Collaborate with partners across the organization to ensure a seamless and cohesive customer experience. Establish strong working relationships with business leaders at all levels.
• Other duties as assigned.

Requirements

• 5-7 years of experience in customer service operations, benefits administration, or employee benefits industry.
• 3-5 years of management experience, including leading managers or supervisors (not just individual contributors).
• Proven track record of driving operational performance and achieving KPIs in a customer service environment.
• Strong analytical skills with the ability to translate data into actionable insights and recommendations.
• Ability to lead multiple teams with different roles, expectations, and levels of responsibility.
• Excellent written and verbal communication skills with the ability to present to senior leaders.
• Demonstrated ability to lead change and drive process improvement initiatives.
• Comfortable providing constructive feedback and administering disciplinary action.
• Ability to work independently, make decisions, and take initiative to solve problems.
• Reliable, with willingness to work outside scheduled hours as needed, especially during peak season.
• Proficiency with MS Office technology (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree required; MBA preferred.
• Experience with workforce management tools, CRM systems, or benefits administration platforms preferred.

Salary

$80,000 – $110,000 annually, depending on experience and location.

Remote/Hybrid Opportunities

Remote or hybrid options are available in the following states: AZ, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Seniority level: Director. Employment type: Full‑time. Job function: Sales, General Business, and Education. Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing.