Director, Consumer Benefits Operations

Position Summary

The Director of Consumer Benefits Operations is responsible for the leadership, operational performance, and service delivery of American Benefits Group’s consumer benefits administration division, including Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and related consumer-directed benefits programs.

Role Overview

This position is best described as Operations Director within a growing TPA environment, with:

• Broad operational ownership of the consumer benefits function
• Direct leadership responsibility for departmental staff and workflow execution
• High accountability for service delivery, client satisfaction, and operational consistency
• Active participation in ABG leadership-level decision-making

Key Responsibilities

Operational Leadership & Department Management

• Lead and manage all aspects of consumer benefits operations, including claims processing, account management coordination, participant services, and renewals
• Directly oversee and manage workflow leads, operational staff, and support teams
• Establish clear priorities, workload distribution, and departmental accountability
• Drive daily operational performance and ensure service delivery standards are consistently met
• Serve as the primary escalation point for complex operational and client issues

Service Delivery & Client Experience

• Ensure a consistent, high-quality client and participant experience across all service channels
• Partner with account management teams to support client retention, renewals, and service excellence
• Maintain visibility into service performance, identifying trends and proactively addressing issues
• Support resolution of client escalations with clear communication and strong follow-through

Process Improvement & Operational Discipline

• Identify and implement process improvements to increase efficiency, reduce error rates, and enhance scalability
• Review and maintain standard operating procedures (SOPs), workflows, and documentation
• Introduce and reinforce operational best practices across the department
• Ensure consistent execution across teams through structured processes and accountability

Cross-Functional Coordination

• Collaborate with IT, implementation, finance, COBRA administration, and offshore teams to ensure aligned service delivery
• Help improve handoffs between implementation, operations, and ongoing administration
• Partner on system enhancements, reporting improvements, and workflow optimization

Qualifications

• 7+ years of experience in TPA administration, consumer benefits administration, or employee benefits operations
• 5+ years of experience in operational leadership or team management
• Strong working knowledge of: Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), Commuter Benefits (preferred)
• Claims administration and reimbursement operations, Consumer-directed healthcare administration
• Demonstrated experience managing operational teams in a fast-paced environment
• Strong understanding of client account management and service delivery workflows
• Proven ability to coordinate cross-functional operational processes
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and interpersonal skills

Preferred Experience

• Experience working with offshore operational support teams
• Familiarity with: EDI and eligibility file processing, Benefits administration platforms (e.g., Alegeus/WealthCare or similar), Debit card administration, Banking and reconciliation processes, Operational reporting and dashboarding
• Experience with process improvement initiatives and workflow optimization
• CEBS or related industry certification

Core Competencies

• Operational leadership
• Team and performance management
• Process improvement and workflow optimization
• Client service management
• Cross-functional coordination
• Escalation management
• Data-driven decision-making
• Organizational accountability
• Strategic operational thinking
• Communication and collaboration
• Regulatory and operational awareness

Position Impact

The Director of Consumer Benefits Operations will play a key role in:

• Strengthening operational consistency and scalability
• Enhancing service delivery and client satisfaction
• Improving internal processes and cross-functional alignment
• Building a high-performing, accountable operations team