Job Function:
Human Resources
Job Sub Function:
Total Rewards
Job Category:
People Leader
All Job Posting Locations:
New Brunswick, New Jersey, United States of America, Tampa, Florida, United States of America
Job Description:
We are searching for the best talent for a Manager, North America Benefits Operations located in Tampa, FL or New Brunswick, NJ.
The Manager, North America Benefits Operations is responsible for the day-to-day execution and operational management of benefits and retirement programs across the United States, Canada, and Puerto Rico. This role ensures consistent, high-quality service delivery by leading a team of analysts and partnering closely with vendors and internal stakeholders.
Reporting to the Senior Manager, Americas Benefits Operations, this role plays a critical part in translating strategy into execution, managing operational workflows, resolving escalations, and ensuring compliance with service level agreements (SLAs). The Manager will drive operational excellence, enhance employee and retiree experience, and maintain strong alignment with Total Rewards and Global Services priorities, consistent with the broader Americas operating model.
Key Responsibilities
1. Benefits Operations Execution (Primary Focus)
- Manage the day-to-day delivery of benefits and retirement operations across North America (US, Canada, Puerto Rico).
- Ensure accurate, timely, and compliant administration of health & welfare, retirement, and related programs.
- Partner with vendors and internal teams to resolve operational issues and maintain high service standards.
- Monitor transaction processing, case management, and service delivery workflows to ensure effectiveness and consistency.
2. Team Leadership & Work Prioritization
- Lead, coach, and develop a team of Benefits Operations Analysts.
- Set clear priorities, allocate workload, and ensure efficient task execution aligned to business needs.
- Monitor team performance, provide regular feedback, and support capability development.
- Foster a collaborative, accountable, and customer-focused team environment aligned with organizational values.
3. Escalation Management & Service Performance
- Act as the primary escalation point for complex or sensitive benefits and retirement issues.
- Drive timely and effective resolution of employee and retiree service concerns.
- Monitor service level agreements (SLAs) and operational metrics.
- Ensure consistent communication and follow-through on escalations with stakeholders and vendors.
4. Vendor Coordination & Service Delivery
- Partner with third-party administrators and vendors to ensure seamless service execution.
- Support vendor performance management by monitoring service quality, responsiveness, and adherence to SLAs.
- Coordinate with the Senior Manager on vendor governance activities and improvement initiatives.
- Ensure alignment between vendor processes and internal operational requirements.
5. Compliance, Controls & Process Integrity
- Ensure adherence to company policies, regulatory requirements, and internal controls across all benefits operations.
- Support audit activities, including SOX controls, documentation, and issue remediation.
- Maintain accurate documentation of processes and standard operating procedures.
6. Continuous Improvement & Operational Excellence
- Identify opportunities to improve processes, enhance efficiency, and improve employee experience.
- Leverage data and feedback to recommend and implement operational enhancements.
- Support broader Americas benefits operations initiatives led by the Senior Manager.
Qualifications
Required
- 5+ years of experience in benefits operations, HR shared services, or related field
- Experience in health & welfare and retirement plan administration
- Proven experience leading teams and managing operational workloads
- Strong problem-solving skills with the ability to manage escalations effectively
Preferred
- Experience supporting multi-country operations (US, Canada, Puerto Rico)
- Experience working with third-party benefits administrators
- Familiarity with shared services or global services models
Success Profile
- Strong execution and operational management capability
- Effective people leadership and workload prioritization
- Ability to manage complexity and resolve escalations under pressure
- Data-driven mindset focused on service performance and continuous improvement
- Strong collaboration and communication skills
#LI-Hybrid
Required Skills:
Preferred Skills:
Budget Management, Change Management, Collaboration, Compensation and Benefits Policies and Procedures, Compensation and Benefits Trends, Compensation Management, Developing Others, Employee Compensation and Benefits, Employee Rewards Programs, HR Strategic Management, Incentive Plan Design, Inclusive Leadership, Industry Analysis, Leadership, Project Management, Talent Management, Team Management, Vendor Management
The anticipated base pay range for this position is :
$102,000.00 - $177,100.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
