Senior Manager, Broker and Services

Who We Are

Point
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Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point
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Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are.

We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work.

The Senior Manager, Broker & Employer Services is responsible for leading the strategy, performance, operations, and transformation of Point
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Health's Broker and Employer servicing functions. This role serves as a key leader within the Service & Experience division and is accountable for delivering an exceptional end-to-end experience while advancing enterprise priorities related to growth, retention, operational excellence, digital adoption, and customer satisfaction.

The Senior Manager serves as the voice of brokers and employers across Point
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Health, translating customer insights, operational data, and service trends into actionable business improvements. Working across Sales, Account Management, Operations, Product, Digital, Technology, and Business teams, this leader identifies opportunities to simplify experiences, reduce customer effort, modernize service delivery, and strengthen broker and employer relationships.

This role requires a strategic and customer-focused leader who can balance operational execution with transformational change, building scalable service capabilities that support Point
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Health's future growth and service excellence objectives.

Key Responsibilities/Duties – what you will be doing (top five):

• Strategic Leadership & Transformation
• Develop and execute the Broker and Employer Services strategy in alignment with Service & Experience and enterprise priorities.
• Lead transformation initiatives that improve the broker and employer experience while advancing service quality, efficiency, digital adoption, and organizational effectiveness.
• Anticipate future customer, market, and business needs and develop scalable servicing models that support growth and evolving expectations.
• Partner with enterprise leaders to influence service, operational, and customer experience strategies through data-driven recommendations and insights.
• Serve as a champion for innovation, continuous improvement, and customer-centric thinking across the organization.

• Own the end-to-end broker and employer service experience across all channels and touchpoints.
• Serve as the primary advocate for brokers and employers, ensuring customer needs are reflected in enterprise priorities, processes, and solutions.
• Identify service, operational, and process breakdowns that create friction and lead cross-functional efforts to resolve them.
• Use customer feedback, service interactions, complaint trends, and performance metrics to identify opportunities to improve the overall customer experience.
• Partner with Sales, Account Management, Product, Marketing, and Operations teams to improve broker and employer satisfaction, retention, and loyalty.

• Lead day-to-day Broker and Employer Services operations, ensuring delivery of high-quality, efficient, and compliant service.
• Drive performance against key metrics including service level, quality, customer satisfaction, first contact resolution, productivity, customer effort, and operational efficiency.
• Establish consistent processes, controls, and service standards that support operational excellence and sustainable performance.
• Lead efforts to simplify work, eliminate waste, reduce variation, and improve the effectiveness of service delivery.
• Ensure operational readiness for…