Senior Manager of Client Services

Navia Benefit Solutions is a people-first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to enhance participant and client experiences. Our mission is to create better lives and provide a simple, amazing benefits experience.

About The Role

The Senior Manager is responsible for the overall leadership, performance, and operational success of the Client Services department. This position oversees Team Managers and specialized staff, ensuring the achievement of departmental goals, service standards, and performance expectations. A key responsibility is driving client satisfaction and retention through exceptional service delivery, proactive relationship management, and continuous improvement initiatives. The Senior Manager develops and recommends policies, procedures, and best practices that support organizational objectives, operational efficiency, client satisfaction, and employee engagement. This role serves as a subject matter expert across Navia's benefit administration offerings and resolves complex client issues, guides departmental strategy, develops leaders, and drives continuous process improvement. The Senior Manager partners closely with internal departments, senior leadership, clients, and brokers to ensure consistent delivery of exceptional service and operational excellence.

Responsibilities

• Lead, coach, mentor, and develop Team Managers to drive employee performance, engagement, retention, accountability, and professional growth.
• Oversee departmental staffing, workforce planning, succession planning, recruiting, and organizational structure to support business objectives and future growth.
• Manage performance of direct reports through coaching, performance evaluations, career development planning, recognition, and corrective action as needed.
• Serve as the primary escalation point for complex clients, brokers, and internal issues, ensuring timely resolution and fostering strong business relationships.
• Develop, implement, and maintain departmental policies, procedures, service standards, and training programs that support operational consistency, compliance, scalability, and service excellence.
• Monitor departmental performance metrics, quality standards, service levels, and client feedback to identify trends and drive continuous improvement.
• Lead process improvement initiatives by evaluating workflows, implementing efficiencies, and enhancing the client and employee experience.
• Provide strategic oversight of client onboarding, plan implementation, renewals, quality assurance activities, and ongoing administration for complex or high-profile client groups.
• Collaborate with cross-functional teams and senior leadership to support organizational initiatives, recommend operational improvements, and lead special projects as assigned.

Work Environment

Candidates within 30 miles of one of our four office locations may be asked to come into the office for a hybrid schedule depending on the role. Eligible candidates will reside in one of the following states: AZ, CA, CO, FL, GA, IA, IL, IN, KS, MA, ME, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, and WA.

Benefits

• Competitive Salary Range: $90,000-$130,000 annually
• Generous health benefits
• Company-sponsored wellness benefits
• Complimentary Life Insurance and Long-Term Disability Insurance
• Paid time off
• 6 Paid Holidays & 2 Paid Floating Holidays
• Work from home and hybrid schedules available

Requirements

• 5-8+ years in Benefit Administration, Client Services, or related operational leadership roles.
• 3-5 years of people leadership experience, including coaching, performance management, and leading teams.
• Demonstrated success improving processes, managing escalations, and driving operational scale.
• Strong analytical and critical-thinking skills, with the ability to interpret data and use insights to guide decisions.
• Excellent communication skills; able to influence, lead, and collaborate cross-functionally.
• Proven ability to create and refine policies, workflows, and training programs.
• Highly collaborative, organized, and comfortable operating in a fast-paced environment.
• Strong problem-solving capabilities and a passion for improving client experience.
• Experience with FSAs, HRAs, HSAs, COBRA, wellness programs, commuter benefits, and associated compliance regulations is a plus.