Manager, Medical Benefits

Who We AreAt Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.Our ValuesIf this sounds like you, you’ll fit right in. Who You AreDo you have a passion for working with people and helping others grow professionally and personally? Are you a champion at leading through projects and working collaboratively with team members and cross-functional teams? Do you enjoy leaning into complex problems and tackling them through critical analysis? Are you driven by delivering the best possible solutions and making a practical and emotional impact on customers? Justworks has just the right opportunity for you! As the Manager, Medical Benefits, you will be integral to the success of our medical insurance products. You will help the team grow through overseeing day-to-day operational tasks and projects, identifying areas for improvement, and working with our external partners as well as Product, Engineering, Legal/Compliance, Underwriting, Customer Support, and Finance teams to provide new and existing customers with an incredible Benefits experience. You will also help identify trends and areas for improvement, and have the opportunity to implement new procedures.Your Success ProfileWhat You Will Work OnManage a team of professionals who are responsible for the operations of our medical insurance products for Justworks members, dependents, and customersOversee day-to-day team benefits operations including:Forecast and plan future ticket volume to allow for volume of inquiries to scale with Justworks growth Establish and maintain KPIs, SLA, and Metrics Dashboards for reporting and management Audit individual tickets to evaluate quality and timeliness of responsesEnsure accuracy, timeliness, and quality of the team’s workProvide oversight on workload and project management to ensure efficient team operations Create and maintain internal resource center for medical benefitsManage and maintain documentation on internal controls to ensure SOX complianceIdentify areas for improvement in internal and external operational processes to ensure their scalability and simplicityEstablishing and leading regular cadence of team meetings and communications (e.g. weekly team meetings, 1:1s, etc.)Approving timecards and PTO requestsFoster a collaborative and high performance-driven environment by:Effectively onboarding and providing ongoing training to setup the team for successSupporting team members in identifying areas of improvement and creating tailored development plans for each employeeCollaborating with team members to set and report on effective annual and quarterly goals, contextualizing goals to broader company initiatives, and tracking timely progressFostering an AI-fluent team environment that encourages building automations and agents to constantly improve team processes and outcomesRegularly delivering effective feedback and conducting timely performance reviewsHandling change management intentionally and and effectively to bring the team alongHolding regular 1-on-1s with the team to identify and clear blockers and provide ongoing feedbackEffectively navigating performance management challenges in a timely mannerOther performance management duties as neededEstablish standard operating procedures (SOPs) and service level agreements (SLAs) with internal and external partners and ensure that the team is regularly following and meeting themCollaborate and effectively problem solve with cross-functional partners (e.g. other Operations teams, Product, Engineering, Underwriting, Billing, Customer Support, Legal/Compliance) by maintaining working relationships through regular check-ins and established communications channelsWork cross-functionally with Product and Engineering teams to oversee projects that address bug issues, file feeds, incidents, tooling enhancements, and the scaling and growth of new productsKeep relevant stakeholders informed of changes to relevant benefit processes and proceduresProactively identify resourcing issues and screen/recruit talent with appropriate skills to ensure business continuityEstablish and maintain trusted relationships with carriers, vendors, and other external partners through regular check-ins and clear communicationPerform other related responsibilities as needed based on department and/or organizational needs.How You Will Do Your WorkAs a Manager, Medical Benefits, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”QualificationsMinimum of 5+ years of experience in operations, onboarding role or customer service related field requiredMinimum of 2 years of people and team management experience required, including providing coaching and development Knowledge of benefit or insurance plansExperience with ticket management systems (e.g. Jira) and workflowsExperience with AI and automation tools (e.g. Claude, Gemini, Gumloop) Intermediate or advanced knowledge of Excel requiredExperience with SQL preferredStrong project management and execution skills requiredStrong written and verbal communication skills requiredExtremely detail-oriented with great time management and critical thinking skillsRelationship/partner management experience requiredExperience working collaboratively with internal teams and partners requiredExperience working in a fast-paced, data-driven environmentThe base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks. Diversity At JustworksJustworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.Our DEIB Report