Description:
About Navia Benefit Solutions:
We’re a people first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to bring our participant and client experience to the next level. Our mission? To create better lives and provide a simple and amazing benefits experience. If you love providing excellent service, innovating the way benefits are administered, and being part of an inclusive workplace community, you’ll fit right in.
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 of this role 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 is responsible for resolving complex client issues, guiding departmental strategy, developing leaders, and driving continuous process improvement. The Senior Manager partners closely with internal departments, senior leadership, clients, and brokers to ensure the consistent delivery of exceptional service and operational excellence.
What You’ll Do:
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Lead, coach, mentor, and develop Team Managers to drive employee performance, engagement, retention, accountability, and professional growth.
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Oversee departmental staffing, workforce planning, succession planning, recruiting, and organizational structure to support business objectives and future growth.
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Manage performance of direct reports through coaching, performance evaluations, career development planning, recognition, and corrective action as needed.
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Serve as the primary escalation point for complex clients, brokers, and internal issues, ensuring timely resolution and fostering strong business relationships.
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Develop, implement, and maintain departmental policies, procedures, service standards, and training programs that support operational consistency, compliance, scalability, and service excellence.
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Monitor departmental performance metrics, quality standards, service levels, and client feedback to identify trends and drive continuous improvement.
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Lead process improvement initiatives by evaluating workflows, implementing efficiencies, and enhancing the client and employee experience.
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Provide strategic oversight of client onboarding, plan implementation, renewals, quality assurance activities, and ongoing administration for complex or high-profile client groups.
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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
Why Join Navia?
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Impact: Play a pivotal role in supporting employers and employees nationwide.
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Growth: Advance your skills with a team committed to excellence and innovation.
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Culture: Join a company that values collaboration, innovation, and customer-first solutions.
Perks and Benefits:
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Competitive Salary Range: $90,000-$130,000 Anually
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Generous health benefits
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Company sponsored wellness benefits
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Complimentary Life Insurance and Long-Term Disability Insurance
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Paidtime off
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6 Paid Holidays & 2 Paid Floating Holidays
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Work from home and hybrid schedules available!
Requirements:
What We’re Looking For:
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5-8+ years in Benefit Administration, Client Services or related operational leadership roles.
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3-5 years of people leadership experience, including coaching, performance management, and leading teams
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Demonstrated success improving processes, managing escalations, and driving operational scale.
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Strong analytical and critical-thinking skills, with ability to interpret data and use insights to guide decisions.
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Excellent communication skills; able to influence, lead, and collaborate cross-functionally.
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Proven ability to create and refine policies, workflows, and training programs.
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Highly collaborative, organized, and comfortable operating in a fast-paced environment.
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Strong problem-solving capabilities and a passion for improving client experience.
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Experience with FSAs, HRAs, HSAs, COBRA, wellness programs, commuter benefits, and associated compliance regulations a plus
