Note: The job is a remote job and is open to candidates in USA. HighLevel is hiring a Benefits Operations Manager to own and improve US benefits operations while helping shape its global benefits philosophy. The role oversees benefits administration, vendor performance, employee education and support, and the processes and systems that make benefits reliable and easy to use.
Responsibilities
- Own the full day-to-day administration of US health benefits including medical, dental, vision, life, FSA/HSA, 401(k), EAP, enrollments, qualified life events, terminations, COBRA, eligibility changes, and employee escalations
- Own benefits ticket intake, resolution, escalation, and trend analysis to improve service and reduce repeat issues
- Own relationships with brokers, carriers, administrators, and benefits vendors, including performance, service levels, escalations, and ongoing improvement
- Partner with the Chief of Staff to develop and evolve HighLevel’s global benefits philosophy, evaluating programs across countries and employee populations for competitiveness, consistency, cost, and employee experience
- Lead a year-round global benefits education program that helps employees understand and use their benefits effectively
- Build, launch, and manage employee perks and well-being programs aligned with HighLevel’s overall benefits philosophy
- Design benefits programs, communications, and service experiences that are intuitive, accessible, and easy for employees and managers to navigate
- Maintain clear benefits documentation, controls, ownership, and source-of-truth records so processes are accurate, repeatable, auditable, and easy to operate
- Continuously improve the overall benefits program, vendors, processes, systems, and employee experience using data, feedback, and performance trends
- Translate complex benefits topics into clear recommendations for leaders and simple, human-centered guidance for employees
Skills
- 8+ Years of Benefits Experience
- Progressive experience in US benefits administration and operations, including ownership of complex programs, renewals, vendor relationships, and employee escalations
- Strong knowledge of US health and welfare benefits, ERISA, ACA, COBRA, Section 125, HSA/FSA administration, and 401(k) operations
- Proven ability to evaluate complex issues, identify root causes, weigh tradeoffs, and make practical recommendations that balance employee experience, cost, risk, and scalability
- Strong experience managing brokers, carriers, and benefits vendors while partnering effectively with Finance, Payroll, Legal, People Operations, and People Technology
- Experience improving benefits processes, controls, integrations, and service models rather than relying on manual workarounds
- You're energized by fixing what's broken, building processes and infrastructure from the ground up, and leaving programs stronger, clearer, and more scalable than you found them
- You absorb context quickly, ask thoughtful questions, and can begin contributing from day one while building strong partnerships across internal teams and external vendors
- Strong spreadsheet and data-analysis skills with the ability to interpret cost, utilization, enrollment accuracy, invoice variance, ticket trends, and vendor performance
- Ability to translate complex benefits information into clear, practical guidance for employees and concise recommendations for leaders
- A track record of using data, feedback, and operational trends to improve programs, vendors, processes, and employee experience over time
- Exceptional judgment and confidentiality when handling sensitive benefits, health, and employee information
- Ability to operate independently in a fast-moving, globally distributed environment and create structure where processes are still evolving
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