Manager, North America Benefits Operations

Job Description We are searching for the best talent for a Manager, North America Benefits Operations located in Tampa, FL or New Brunswick, NJ. The Manager, North America Benefits Operations is responsible for the day‑to‑day execution and operational management of benefits and retirement programs across the United States, Canada, and Puerto Rico. This role ensures consistent, high‑quality service delivery by leading a team of analysts and partnering closely with vendors and internal stakeholders. Reporting to the Senior Manager, Americas Benefits Operations, the Manager translates strategy into execution, manages operational workflows, resolves escalations, and ensures compliance with service level agreements (SLAs). The Manager will drive operational excellence, enhance employee and retiree experience, and maintain strong alignment with Total Rewards and Global Services priorities. Key Responsibilities Benefits Operations Execution: Manage the day‑to‑day delivery of benefits and retirement operations across North America, ensuring accurate, timely, and compliant administration of health & welfare, retirement, and related programs. Partner with vendors and internal teams to resolve operational issues and maintain high service standards. Monitor transaction processing, case management, and service delivery workflows to ensure effectiveness and consistency. Team Leadership & Work Prioritization: Lead, coach, and develop a team of Benefits Operations Analysts. Set clear priorities, allocate workload, and ensure efficient task execution aligned to business needs. Monitor team performance, provide regular feedback, and support capability development. Foster a collaborative, accountable, and customer‑focused team environment aligned with organizational values. Escalation Management & Service Performance: Act as the primary escalation point for complex or sensitive benefits and retirement issues. Drive timely and effective resolution of employee and retiree service concerns. Monitor service level agreements (SLAs) and operational metrics. Ensure consistent communication and follow‑through on escalations with stakeholders and vendors. Vendor Coordination & Service Delivery: Partner with third‑party administrators and vendors to ensure seamless service execution. Support vendor performance management by monitoring service quality, responsiveness, and adherence to SLAs. Coordinate with the Senior Manager on vendor governance activities and improvement initiatives. Ensure alignment between vendor processes and internal operational requirements. Compliance, Controls & Process Integrity: Ensure adherence to company policies, regulatory requirements, and internal controls across all benefits operations. Support audit activities, including SOX controls, documentation, and issue remediation. Maintain accurate documentation of processes and standard operating procedures. Continuous Improvement & Operational Excellence: Identify opportunities to improve processes, enhance efficiency, and improve employee experience. Leverage data and feedback to recommend and implement operational enhancements. Support broader Americas benefits operations initiatives led by the Senior Manager. Qualifications 5+ years of experience in benefits operations, HR shared services, or related field. Experience in health & welfare and retirement plan administration. Proven experience leading teams and managing operational workloads. Strong problem‑solving skills with the ability to manage escalations effectively. Experience supporting multi‑country operations (US, Canada, Puerto Rico). Experience working with third‑party benefits administrators. Familiarity with shared services or global services models. Preferred Experience Budget Management Change Management Collaboration Compensation and Benefits Policies and Procedures Compensation and Benefits Trends Compensation Management Developing Others Employee Compensation and Benefits Employee Rewards Programs HR Strategic Management Incentive Plan Design Inclusive Leadership Industry Analysis Leadership Project Management Talent Management Team Management Vendor Management Equal Opportunity Statement Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. #J-18808-Ljbffr 6090-Johnson & Johnson Services Inc. Legal Entity