Senior Manager, Broker and Employer Services

Senior Manager, Broker & Employer Services

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We've had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it's at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work.

The Senior Manager, Broker & Employer Services is responsible for leading the strategy, performance, operations, and transformation of Point32Health's Broker and Employer servicing functions. This role serves as a key leader within the Service & Experience division and is accountable for delivering an exceptional end-to-end experience while advancing enterprise priorities related to growth, retention, operational excellence, digital adoption, and customer satisfaction.

Key Responsibilities/Duties what you will be doing (top five):

• Strategic Leadership & Transformation
• Develop and execute the Broker and Employer Services strategy in alignment with Service & Experience and enterprise priorities.
• Lead transformation initiatives that improve the broker and employer experience while advancing service quality, efficiency, digital adoption, and organizational effectiveness.
• Anticipate future customer, market, and business needs and develop scalable servicing models that support growth and evolving expectations.
• Partner with enterprise leaders to influence service, operational, and customer experience strategies through data-driven recommendations and insights.
• Serve as a champion for innovation, continuous improvement, and customer-centric thinking across the organization.
• Broker & Employer Experience Leadership
• Own the end-to-end broker and employer service experience across all channels and touchpoints.
• Serve as the primary advocate for brokers and employers, ensuring customer needs are reflected in enterprise priorities, processes, and solutions.
• Identify service, operational, and process breakdowns that create friction and lead cross-functional efforts to resolve them.
• Use customer feedback, service interactions, complaint trends, and performance metrics to identify opportunities to improve the overall customer experience.
• Partner with Sales, Account Management, Product, Marketing, and Operations teams to improve broker and employer satisfaction, retention, and loyalty.
• Operational Excellence
• Lead day-to-day Broker and Employer Services operations, ensuring delivery of high-quality, efficient, and compliant service.
• Drive performance against key metrics including service level, quality, customer satisfaction, first contact resolution, productivity, customer effort, and operational efficiency.
• Establish consistent processes, controls, and service standards that support operational excellence and sustainable performance.
• Lead efforts to simplify work, eliminate waste, reduce variation, and improve the effectiveness of service delivery.
• Ensure operational readiness for business, regulatory, and organizational changes.
• Digital Enablement & Service Modernization
• Partner with Digital, Technology, Product, and Operations teams to define and implement future-state servicing capabilities.
• Lead adoption of self-service solutions, automation, AI-enabled technologies, workflow optimization, and digital servicing strategies.
• Identify opportunities to shift interactions to lower-effort channels while improving customer outcomes.
• Support development of an integrated and seamless omnichannel servicing experience.
• Data, Insights & Performance Management
• Use operational, customer, and business data to identify opportunities, risks, trends, and performance improvement opportunities.
• Develop performance scorecards, dashboards, and executive-level reporting to drive accountability and transparency.
• Translate data into meaningful insights and recommendations that influence business decisions.
• Monitor emerging trends and proactively recommend solutions that improve customer and business outcomes.
• Workforce & Organizational Leadership
• Build, lead, and develop a high-performing team focused on service excellence, accountability, innovation, and collaboration.
• Lead through managers and supervisors while fostering an inclusive, engaged, and performance-driven culture.
• Develop workforce strategies, staffing models, succession plans, and organizational capabilities that align resources to current and future business needs.
• Coach and develop leaders to strengthen leadership effectiveness, employee engagement, and business performance.
• Drive talent development and create growth opportunities across the Broker & Employer Services organization.
• Financial & Business Stewardship
• Be accountable for financial management of Broker and Employer Services operations, including resource planning, budget management, and financial performance monitoring.
• Ensure effective utilization of people, technology, and vendor resources to achieve business objectives.
• Evaluate investments, initiatives, and business opportunities through the lens of customer value, operational effectiveness, and enterprise outcomes.
• Support achievement of enterprise growth, retention, and service goals through operational excellence and customer experience improvements.

Qualifications what you need to perform the job

Certification and Licensure

Education

• Required (minimum): Bachelor's degree in a related field or an equivalent combination of education and experience.
• Preferred: Master's degree

Experience (minimum years required):

• Required (minimum):
• 8+ years of progressive leadership experience in service operations, customer experience, broker services, employer services, healthcare operations, or related business functions.
• 5+ years of leadership experience managing managers, supervisors, or professional staff.
• Demonstrated experience driving transformational change, operational excellence, and customer experience improvement.
• Experience leading complex cross-functional initiatives and influencing stakeholders at multiple organizational levels.
• Strong analytical, problem-solving, and business acumen skills, with the ability to use data to drive decision-making.
• Preferred:
• Health plan, payer, broker, employer group, or healthcare services experience.
• Experience with customer experience strategy, contact center operations, digital servicing, CRM platforms, automation, or AI-enabled technologies.
• Experience leading organizational design, workforce planning, or large-scale change initiatives.
• Lean, Six Sigma, continuous improvement, or operational excellence certification.

Skill Requirements

• Ability to lead, manage and develop staff.
• Experience in project management, team leadership and supervision.
• Excellent written and verbal communication and presentation skills required.
• Superior operational problem-solving skills
• Ability to make independent decisions that affect staff work volume, priorities, and goals.
• Effective in a team environment.
• Resilient, collaborative, flexible, innovative.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range

$133,156.00 -$199,734.00

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization. The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion