Senior operations Manager - Participant Services

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.

• 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.

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

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.

• 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.

• 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…