The opportunity
Do you have a passion for working with people and helping others grow professionally and personally? Are you a champion at leading through projects and working collaboratively with team members and cross-functional teams?
What you'll do
Manage a team of professionals who are responsible for the operations of our: medical insurance products for Justworks members, dependents, and customers
Oversee day-to-day team benefits operations including: Forecast and plan future ticket volume to allow for volume of inquiries to scale with Justworks growth
Establish and maintain KPIs, SLA, and Metrics Dashboards for reporting and management
Audit individual tickets to evaluate quality and timeliness of responses
Ensure accuracy, timeliness, and quality of the team’s work
Provide oversight on workload and project management to ensure efficient team operations
What they're looking for
- Minimum of 5+ years of experience in operations, onboarding role or customer service related field required
- Minimum of 2 years of people and team management experience required,: including providing 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 knowledge of Excel required
- Experience with SQL preferred
- Strong project management and execution skills required
