Employee Navigator Team Lead

Role Description

The Team Lead is responsible for overseeing the successful delivery, quality, and performance of a defined book of business supported through the Employee Navigator benefits administration system. This role leads a cross-functional pod aligned to specific B&B offices and their clients, ensuring seamless implementation, renewal, and ongoing service delivery.

The Team Lead serves as both a people leader and a hands-on subject matter expert, responsible for coaching and developing team members while maintaining the ability to directly support project execution, service needs, and escalations. This role owns overall pod performance, ensuring deadlines are met, deliverables are accurate, and client expectations are consistently exceeded.

How You Will Contribute:

• Pod Leadership & Delivery Oversight
  • Own the end-to-end delivery and performance of the pod, including implementations, renewals, and ongoing service work.
  • Ensure all projects and service requests are completed on time, within scope, and meet established quality standards.
  • Monitor workloads across the pod and proactively balance resources within the pod and collaborate across teams to meet demand and deadlines.
  • Leverage data and metrics from ticketing system to monitor team performance, ensure timely ticket management, and maintain accurate time tracking.
  • Analyze workload and performance data to proactively balance work within the pod and across pods, ensuring optimal resource allocation and throughput.
  • Use data-driven insights to identify trends, risks, and areas for improvement, driving accountability and operational efficiency across the team.
  • Drive accountability for results, ensuring team members meet performance expectations and deliverables.
• Coaching, Mentorship & Team Development
  • Provide ongoing coaching, mentorship, and development to pod members across all roles in the pod.
  • Establish clear performance expectations and partner with team members to set individual goals aligned to pod and organizational objectives.
  • Hold team members accountable to performance standards, goals, and deliverables through regular feedback and follow-up.
  • Conduct performance reviews and provide consistent, actionable feedback to support employee growth and development.
  • Lead onboarding and training of new hires, ensuring successful integration into the pod and organization.
  • Foster a collaborative, high-performing team environment focused on continuous improvement.
• Client & Office Relationship Management
  • Build and maintain strong relationships with aligned B&B offices and key client stakeholders.
  • Serve as the primary escalation point for client and internal issues, ensuring timely resolution with a focus on client satisfaction.
  • Partner with offices to understand client needs, risks, and priorities, proactively addressing potential challenges.
• Escalation & Issue Resolution
  • Own and manage escalations across the pod, applying strong problem-solving and root cause analysis skills.
  • Ensure issues are resolved efficiently and effectively, minimizing client impact and preventing recurrence.
  • Collaborate with internal teams (Data/EDI, Business Development) to resolve complex challenges.
  • Notify senior leadership timely of necessary escalations.
• Operational Excellence & Process Improvement
  • Ensure adherence to established processes, tools, and best practices across the pod.
  • Identify opportunities for process improvement and drive initiatives to enhance efficiency, quality, and team performance.
  • Support adoption and execution of operational models, including the Single Project Owner (SPO) approach.
• Hands-On Support & Subject Matter Expertise
  • Maintain expert-level knowledge of the Employee Navigator platform and related workflows.
  • Provide hands-on support for implementations, renewals, and service work as needed based on resource demands.
  • Step in to support project management, configuration, service, or data/QA functions when necessary.

Qualifications

• Bachelor’s degree or equivalent work experience
• 5+ years of experience in benefits administration or related field
• 3+ years of experience working with Employee Navigator
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong problem-solving and escalation management skills
• Excellent communication and interpersonal skills
• Proficiency with MS Office Suite
• 3–5 years of people leadership experience (preferred)
• Experience with CRM, ticketing, and/or project management systems (preferred)
• Prior experience leading implementations and renewals within a benefits administration environment (preferred)

Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.