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Salary: USD 109,000 - 136,000 / annual
Justworks is a HR and benefits platform helping businesses streamline HR operations. As Manager, Medical Benefits, you will lead a team responsible for the operations of medical insurance products for Justworks members, dependents, and customers.
Key responsibilities include:
**Team & Operations Management:**
- Manage a team of professionals handling medical insurance product operations
- Oversee day-to-day benefits operations including ticket volume forecasting, KPI/SLA establishment, quality audits, and workload management
- Create and maintain internal resource centers for medical benefits
- Manage documentation on internal controls to ensure SOX compliance
- Identify areas for improvement in operational processes to ensure scalability and simplicity
- Establish and lead regular team meetings, 1:1s, and communications cadences
- Approve timecards and PTO requests
**Team Development & Culture:**
- Effectively onboard and provide ongoing training to set the team up for success
- Support team members in identifying improvement areas and create tailored development plans
- Collaborate on setting and tracking annual/quarterly goals aligned with company initiatives
- Foster an AI-fluent environment that encourages building automations and agents to improve processes
- Deliver regular feedback and conduct timely performance reviews
- Handle change management intentionally and effectively
- Navigate performance management challenges in a timely manner
**Cross-Functional Collaboration:**
- Establish SOPs and SLAs with internal and external partners
- Collaborate with Product, Engineering, Legal/Compliance, Underwriting, Billing, Customer Support, and other Operations teams
- Oversee projects addressing bug issues, file feeds, incidents, tooling enhancements, and product scaling
- Keep stakeholders informed of changes to benefit processes and procedures
- Maintain trusted relationships with carriers, vendors, and external partners
**Resourcing & Recruitment:**
- Proactively identify resourcing issues and recruit talent with appropriate skills
The role requires someone who is detail-oriented, practices ethical leadership, communicates clearly, thinks analytically, and exercises good judgment. Alignment with company values (Camaraderie, Openness, Grit, Integrity, Simplicity) is essential.
**Requirements:**
- Minimum 5+ years of experience in operations, onboarding, or customer service
- Minimum 2 years of people and team management experience, including coaching and development
- Knowledge of benefit or insurance plans
- Experience with ticket management systems (e.g., Jira) and workflows
- Experience with AI and automation tools (e.g., Claude, Gemini, Gumloop)
- Intermediate or advanced Excel knowledge
- SQL experience preferred
- Strong project management and execution skills
- Strong written and verbal communication skills
- Extremely detail-oriented with great time management and critical thinking skills
- Relationship/partner management experience
- Experience working collaboratively with internal teams and partners
- Experience in fast-paced, data-driven environments
