Team Leader, Communication Operations

FedPoint; Newington (NH); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

401k match

Bonus

Paid time off

Health benefits

Parental leave

Tuition reimbursement

Volunteer program

Wellness program

Job summary

FedPoint, based in Portsmouth, NH, is seeking a Team Leader of Communication Operations to supervise the Correspondence Analysts and associates, and manage vendor partnerships. The role targets delivering high-quality enrollee communications and driving continuous improvement in operational processes.

Hybrid work setup with two in-office days weekly. Ideal candidate has 3+ years in operations or insurance, strong leadership, and proficiency in Excel/Office tools.

Qualifications

• High school diploma required; advanced degree in communications, marketing, or operations or related field preferred.
• 3+ years in insurance, operations, or quality assurance.
• Experience managing teams and vendors.
• Strong leadership with proven ability to coach and grow teams.
• Data analysis and operational reporting skills.
• Proficiency in Microsoft Excel, Outlook, PowerPoint, and Teams; familiarity with SharePoint, Visio, PostgreSQL, and JIRA a plus.
• Excellent organizational and project management skills.

Responsibilities

• Lead & supervise: Manage a team of Correspondence Analysts and Associates, oversee daily operations, scheduling, and development.
• Vendor partnership: Act as the primary liaison with fulfillment and printing vendors, ensuring service levels are met and issues resolved quickly.
• Operational excellence: Oversee pre and post-mailing reviews, control reports, and correspondence systems to ensure compliance and accuracy.
• Team development: Coach, mentor, and develop staff through regular feedback, training, and performance evaluations.
• Continuous improvement: Identify trends, resolve escalations, and implement solutions aligning with FedPoint’s self-service strategies.
• Leadership impact: Collaborate with internal stakeholders, contribute to department initiatives, and foster a high-performing, engaged culture.

Skills

Leadership

Data analysis

Project management

Team coaching

Vendor management

Education

High school diploma

Advanced degree in communications/marketing/operations

Tools

Microsoft Excel

Outlook

PowerPoint

Teams

SharePoint

Visio

PostgreSQL

JIRA

Job description

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

About FedPoint

FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customersto understand, select, and use their benefits.A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Our mission

Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Location: Portsmouth, NH | Full-Time, Hybrid

Join FedPoint, where operational excellence meets innovation.

FedPoint is seeking a motivated Team Leader of Communication Operations to supervise our Correspondence Analysts and associates, manage key vendor partnerships, and ensure communications to enrollees meet the highest quality standards. If you’re a people-focused leader who thrives on structure, problem-solving, and continuous improvement, this role is for you.

What You’ll Do:

As Team Lead, you’ll play a vital role in ensuring accurate, timely, and effective enrollee communications. You’ll:

• Lead & Supervise: Manage a team of Correspondence Analysts and Associates, oversee daily operations, scheduling, and development.
• Vendor Partnership: Act as the primary liaison with fulfillment and printing vendors, ensuring service levels are met and issues resolved quickly.
• Operational Excellence: Oversee pre and post-mailing reviews, control reports, and correspondence systems to ensure compliance and accuracy.
• Team Development: Coach, mentor, and develop staff through regular feedback, training, and performance evaluations.
• Continuous Improvement: Identify trends, resolve escalations, and implement solutions that align with FedPoint’s self-service strategies.
• Leadership Impact: Collaborate with internal stakeholders, contribute to department initiatives, and foster a high-performing, engaged culture.

What We’re Looking For:

• Education & Experience:
  • High school diploma required; advanced degree in communications, marketing, or operations or related field preferred.
  • 3+ years in insurance, operations, or quality assurance.
  • Experience managing teams and vendors.
• Strong leadership with proven ability to coach and grow teams.
• Data analysis and operational reporting skills.
• Proficiency in Microsoft Excel, Outlook, PowerPoint, and Teams; familiarity with SharePoint, Visio, PostgreSQL, and JIRA a plus.
• Excellent organizational and project management skills.

Location: This is a HYBRID role requiring 2 days in the office per week. (Portsmouth, NH)

Schedule: Monday-Friday

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
• Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.