Broker Service Experience Lead - Hybrid (Mt. Laurel, NJ)

About the role

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else.

If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital.

Summary

The Broker Service Experience Lead oversees the day-to-day execution and continuous improvement of the broker service operations, ensuring a consistent, high-quality broker experience.

This role oversees service delivery, shared mailbox operations, quoting support, enrollment and implementation support, renewals, billing support, workforce planning, training, and operational readiness initiatives to ensure a consistent and high-quality broker experience.

The position serves as the operational leader responsible for meeting service level agreements (SLAs), managing workflow capacity, and ensuring business continuity across service functions.

Essential Responsibilities

• Own service delivery performance and SLA attainment across Broker Experience operations.
• Oversee and supervise a team of roughly 10-15 broker service specialists
• Oversee shared mailbox management, workflow distribution, queue prioritization, and workload balancing.
• Lead daily operational execution and monitor service standards, productivity, turnaround times, and quality metrics.
• Manage escalation resolution for complex broker, carrier, client, and operational issues.
• Develop staffing, backup coverage, cross-training, and business continuity plans.
• Oversee quoting intake processes, enrollment workflows, implementation support, renewals, and billing-related operational activities.
• Partner with leadership to identify process improvement opportunities and implement operational efficiencies.
• Coordinate carrier training, operational readiness initiatives, and knowledge-sharing programs.
• Provide coaching, mentoring, and performance leadership for BSS team members.
• Support budgeting, workforce planning, hiring recommendations, and resource allocation decisions.
• Maintain operational controls, system access governance, and adherence to documented procedures.
• Produce ad-hoc reports and support carrier compliance tasks, including documentation, audits, and regulatory reporting requirements.
• Approach complex operational challenges with a solutions-first mindset; independently diagnose root causes, develop action plans, and guide team members through structured problem-solving processes.
• Deliver exceptional customer service when navigating challenging broker and client situations, serving as a calm, authoritative, and empathetic point of escalation.
• Manage and support day-to-day workforce administration activities, including timesheet review and approval, attendance tracking, and maintenance of employee data within Workday.

Success Measures

• SLA achievement and turnaround times
• Shared mailbox responsiveness
• Operational accuracy and quality metrics
• Staff readiness and cross-training coverage
• Broker satisfaction and issue resolution
• Workflow efficiency and capacity utilization
• Business continuity and operational readiness

Qualifications

• Bachelor's degree preferred and/or 3+ years of progressive service experience in benefits administration, broker service operations, insurance operations, customer service, or related operational environments.
• Strong experience leading teams, managing service workflows, and driving process improvements.
• Demonstrated ability to work independently as a self-starter, taking initiative to resolve complex issues without waiting for direction.
• Exceptional interpersonal and customer service skills with the ability to navigate high-pressure or difficult broker and client interactions with professionalism and composure.

Pay and benefits

The typical base pay range for this role nationwide is $70,000 to $75,000 per year.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company's performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

• City and County of San Francsico
• City of Los Angeles
• County of Los Angeles

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!