BENEFITS & ACTIVATION MANAGERBenefit Harbor | Full-Time, Exempt | Onsite - Plano, Texas
POSITION SUMMARYThe Benefits & Activation Manager leads Benefit Harbor's ERP Operations team, ensuring the successful implementation, configuration, and ongoing administration of benefits technology and carrier file integrations. Reporting to the Vice President of ERP Operations, this role oversees and develops a cross-functional team of Client Services & Activation Leads, EDI Analysts, Integration Support Administrators, and other ERP support personnel.
This position is responsible for team performance, resource planning, quality assurance, training, process improvement, and client satisfaction. The Manager serves as a key escalation point for internal teams and external stakeholders while ensuring implementations, renewals, system builds, and file integrations meet established timelines, quality standards, and client expectations.
In addition to managing team operations, the Benefits & Activation Manager maintains direct responsibility for the implementation and ongoing administration of a designated portfolio of clients. The successful candidate combines strong people leadership, benefits industry knowledge, technical problem-solving, and project management skills to support scalable, high-quality ERP operations.
ESSENTIAL DUTIES AND RESPONSIBILITIESTeam Leadership and Development
- Lead, coach, mentor, and develop Client Services & Activation Leads, EDI Analysts, Integration Support Administrators, and other ERP team members.
- Establish clear priorities, performance expectations, and accountability for daily operations, client deliverables, implementations, and renewals.
- Identify training needs, develop learning opportunities, and support the ongoing professional development of team members.
- Monitor workload distribution, team capacity, and resource requirements to support current operations and future growth.
- Foster a collaborative, service-oriented culture focused on continuous improvement, ownership, and operational excellence.
Client Services and Escalation Management - Serve as the primary escalation point for Client Services & Activation Leads and support the timely resolution of complex internal and external issues.
- Partner with clients, brokers, carriers, ERP partners, and internal stakeholders to resolve implementation challenges, integration issues, and service concerns.
- Support client calls and escalations, ensuring clear communication, documented action items, appropriate follow-up, and timely resolution.
- Build and maintain strong working relationships with clients and partners to promote client satisfaction and reliable service delivery.
- Present, demonstrate, and explain implementation timelines, file requirements, system functionality, and integration procedures to internal and external stakeholders.
Implementation and Benefits Administration - Oversee initial implementations, renewal builds, and ongoing administration across the team's client portfolio.
- Monitor progress on system configuration, administrative sites, employee self-service platforms (Benefits Center), and carrier EDI files.
- Work directly with clients, brokers, carriers, and ERP partners to validate benefit plan details, eligibility rules, plan requirements, and system functionality.
- Manage implementation and ongoing administration activities for an assigned book of business, modeling the standards and practices expected of the team.
- Ensure Client Services & Activation Leads maintain accurate project plans, requirements documentation, implementation timelines, and client communications.
Quality Assurance and EDI Integration Oversight - Lead quality assurance efforts by reviewing requirements documents, system configurations, and implementation deliverables for accuracy and completeness.
- Oversee carrier file testing, monitor configuration changes, track discrepancies, and ensure issues are resolved before final delivery.
- Review and validate finalized products and integration deliverables with clients and brokers.
- Ensure team members follow established procedures for system builds, data validation, file testing, documentation, and implementation sign-off.
- Collaborate with EDI, System Administration, Integration Support, and Audit teams to investigate and resolve technical and operational issues.
Process Improvement and Operational Excellence - Develop, document, implement, and maintain standardized processes, procedures, and workflows that support consistent service delivery.
- Identify opportunities to improve efficiency, reduce errors, strengthen quality controls, and streamline implementation and renewal processes.
- Monitor team progress against project milestones, service commitments, and scope-of-service deliverables.
- Maintain current knowledge of Benefit Harbor and BHAI policies, procedures, technical capabilities, and system functionality.
- Make decisions that align with broader company objectives, operational priorities, client commitments, and long-term business goals.
REQUIRED QUALIFICATIONSEducation and Experience
- Bachelor's degree in Business, Business Administration, Client Service Management, or a related field; equivalent relevant experience may be considered.
- Three to five years of demonstrated management or team leadership experience involving complex projects, preferably within the health and welfare benefits industry.
- Experience managing client-facing implementations, benefits administration operations, or technology-enabled service delivery.
- Demonstrated ability to manage multiple clients, competing priorities, and cross-functional deliverables in a fast-paced environment.
Technical and Analytical Skills
- Strong working knowledge of Microsoft Office, with proficiency in Microsoft Excel, including VLOOKUP and core spreadsheet functions.
- Solid understanding of health and welfare benefits administration and related operational processes.
- Strong analytical and problem-solving skills, including the ability to use data to investigate discrepancies, identify root causes, and recommend solutions.
- Ability to understand system configurations, data flows, carrier integrations, and implementation requirements.
- Experience with EDI, benefits technology platforms, carrier file integrations, or ERP systems is highly desirable.
Communication and Client Service
- Excellent written and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
- Strong listening, questioning, and problem-solving skills, including the ability to clarify requirements, understand concerns, and navigate difficult conversations.
- Demonstrated commitment to superior client service, responsiveness, and follow-through.
- Ability to present complex information and recommendations clearly, professionally, and in an organized manner.
Leadership and Professional Effectiveness - Demonstrated ability to build collaborative teams, develop talent, and foster accountability.
- Strong organizational, project management, and prioritization skills, with exceptional attention to detail.
- High level of integrity, reliability, professionalism, and ownership.
- Self-directed, adaptable, and comfortable managing change in a fast-moving business environment.
- Ability to exercise sound judgment, manage escalations, and balance immediate client needs with broader operational objectives.
WORK ENVIRONMENT AND SCHEDULEThis is a full-time, exempt position based onsite at Benefit Harbor's Plano, Texas office. Standard operating hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, with flexibility as needed to support clients throughout the continental United States.
Occasional travel and extended hours, including evenings or weekends, may be required during peak implementation, renewal, or client support periods.
OTHER DUTIESThis job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities and duties may change as business needs evolve.
WORK AUTHORIZATIONCandidates must be legally authorized to work in the United States. Benefit Harbor is unable to provide visa sponsorship for this position at this time.
