CRC - Director, Benefits Admin Service; Hybrid

The Director, Ben Admin Services provides strategic, operational, and people leadership for the Ben Admin organization. Overseeing Ben Admin Coordinators, Ben Admin Specialists, and Technology Solutions Trainers, this role is accountable for the successful implementation, renewal, integration, and ongoing support of Ben Admin technology and services for internal partners, brokers, carriers, vendors, and clients. The Director drives operational excellence, client experience, and technology adoption across the Ben Admin lifecycle, ensuring scalable processes, strong vendor partnerships, and consistent achievement of service level agreements (SLAs).

This role also serves as a subject matter authority and strategic advisor on Ben Admin systems, integrations, and training enablement.

Our teams operate on a hybrid schedule. When not in the office, collaboration is facilitated through video and screen sharing technology, allowing employees to feel part of the team while enjoying the convenience of working from home.

Define and execute the strategic vision and operating model for Ben Admin, aligning execution with business objectives and service standards. Establish governance frameworks for implementation, integrations, quality control, and ongoing support. Develop scalable processes and operating rhythms to support growth, evolving technology platforms, and increasing complexity. Serve as a senior advisor on Ben Admin strategy, capabilities, and risk mitigation.

Provide direct leadership to managers and facilitate professional growth. Lead talent acquisition, onboarding, training, and career development to ensure appropriate skill coverage and succession planning. Manage positions including Ben Admin Coordinator, Ben Admin Specialist, Ben Admin Analyst, and Technology Solutions Trainer. Build and sustain a high-performance culture focused on accountability, collaboration, and continuous improvement. Establish cross-training and knowledge sharing practices to promote operational resilience and expertise depth.

Oversee end-to-end implementation and renewal activities including group configuration and builds, benefit plan and rate setup, employee census accuracy, carrier, vendor, EDI, and API integrations. Ensure effective triage and resolution of complex issues involving data discrepancies, integrations, and vendor dependencies. Act as the final escalation point for high-impact operational or client issues related to Ben Admin platforms and workflows. Partner with Technology, Product, and Operations teams on system enhancements, releases, and UAT readiness.

Establish, oversee, and continuously enhance quality control and audit processes, led by the Ben Admin Analyst function. Ensure consistent application of QA standards to prevent errors, bad debt, rework, and client dissatisfaction. Review trends, root causes, and corrective actions stemming from quality findings and operational metrics. Champion data integrity, compliance, and controls across Ben Admin processes and carrier/vendor connections.

Maintain senior-level relationships with Ben Admin vendors, carriers, and strategic partners. Act as senior liaison to ensure vendor performance, issue resolution, and roadmap alignment. Collaborate with Sales, Service, Technology, Product, and Finance leaders to deliver a seamless broker and client experience. Ensure consistent communication and expectation setting throughout implementation, renewal, and support life cycles.

Provide oversight of training strategies for brokers, clients, and internal teams related to Ben Admin technology. Ensure Technology Solutions Trainers effectively enable partners on system functionality, integrations, and best practices. Sponsor development and maintenance of training materials, SOPs, and process documentation. Drive adoption of new tools, enhancements, and workflows through structured communication and enablement plans.