Benefits Enrollment Manager

Manager, Benefits Education & Engagement

Position Overview

We are seeking a Manager of Benefits Education & Engagement to lead the development and execution of an employee benefits education program. This individual will build a scalable operation that combines an internal team of Benefits Counselors with external enrollment partners to deliver effective, consistent, and engaging benefits education to employees across a diverse client base.

The Manager will oversee counselor recruitment and development, external vendor relationships, enrollment campaign planning, operational processes, and performance measurement. Working closely with cross-functional teams, this leader will ensure employees receive clear, accurate, and accessible information to help them understand available benefits and make informed enrollment decisions.

This is a hands-on leadership position suited for someone who combines employee benefits knowledge with team management, vendor oversight, process improvement, and a strong commitment to customer service.

Key Responsibilities

Benefits Education Program Development

- Build and implement a scalable operating model for employee benefits education and enrollment support.
- Establish standardized procedures for benefits counseling, enrollment assistance, employee follow-up, and ongoing education.
- Develop staffing strategies that balance internal Benefits Counselors with external enrollment resources.
- Determine staffing requirements for client implementations based on workforce size, geographic distribution, enrollment timelines, delivery methods, and anticipated participation.
- Create service standards, operating procedures, quality assurance measures, and escalation guidelines.
- Evaluate program effectiveness and identify opportunities to improve employee engagement, service quality, and operational efficiency.

Team Leadership and Development

- Recruit, hire, onboard, and manage an internal team of Benefits Counselors.
- Define team responsibilities, performance expectations, productivity goals, and professional development opportunities.
- Develop training programs to ensure counselors understand available products, enrollment procedures, supporting technology, employee communications, and approved messaging.
- Coach team members on benefits education, employee engagement, communication, and service delivery.
- Conduct quality reviews of counseling and enrollment interactions, providing constructive feedback and ongoing development.
- Maintain appropriate staffing levels to support existing clients, ongoing education needs, and new client implementations.

External Partner and Vendor Management

- Identify and develop relationships with benefits enrollment organizations, staffing firms, call centers, independent enrollment professionals, and other service providers.
- Build a network of qualified external resources to support increased enrollment demand and large-scale implementations.
- Participate in vendor evaluations, requests for proposals, contract discussions, pricing reviews, and service-level negotiations.
- Establish clear vendor expectations, performance standards, and accountability measures.
- Coordinate product, process, and service training for external enrollment teams.
- Monitor vendor performance using quality, employee experience, enrollment results, compliance, and cost-effectiveness metrics.
- Maintain a flexible network of enrollment resources to accommodate business growth and changing client requirements.

Client Education Campaign Planning and Execution

- Partner with implementation and client success teams to develop benefits education strategies tailored to each client.
- Assess workforce characteristics, including employee population, locations, work shifts, language needs, communication preferences, and enrollment deadlines.
- Coordinate with marketing and other internal stakeholders to develop effective employee education materials and campaign communications.
- Establish campaign plans covering pre-enrollment awareness, active enrollment, employee follow-up, and post-enrollment support.
- Coordinate internal counselors and external partners to ensure consistent execution across client locations and enrollment channels.
- Monitor campaign progress and address staffing, scheduling, communication, or service issues as they arise.

Benefits Education and Employee Engagement

- Ensure Benefits Counselors can clearly explain available services, eligibility requirements, enrollment procedures, payroll deductions, and supplemental benefit options.
- Help employees understand how available offerings complement their existing employer-sponsored benefits.
- Promote a consistent, employee-focused education experience across in-person, telephone, and virtual channels.
- Ensure employee communications and counseling practices align with established guidelines and applicable compliance requirements.
- Use employee and client feedback to identify gaps in understanding and improve education strategies.
- Collaborate with internal stakeholders to keep counselors informed of product updates, process changes, and new program offerings.

Performance Measurement and Continuous Improvement

- Develop and maintain key performance indicators for counselor productivity, enrollment campaign execution, service quality, employee engagement, and vendor performance.
- Analyze enrollment and operational data to identify trends, measure results, and guide resource allocation.
- Prepare performance updates and recommendations for leadership.
- Identify opportunities to improve processes, control costs, strengthen vendor relationships, and enhance the employee experience.
- Establish repeatable workflows that support business growth without compromising service quality.

Qualifications

Required Qualifications

- At least five years of experience in employee benefits, voluntary benefits, benefits enrollment, insurance enrollment, benefits administration, or a related field.
- At least two years of experience leading Benefits Counselors, enrollment specialists, call center teams, field enrollment teams, or similar customer-facing groups.
- Demonstrated experience planning and managing employee benefits enrollment campaigns.
- Experience recruiting, onboarding, training, coaching, and managing enrollment professionals.
- Experience managing third-party vendors, outsourced service providers, or external enrollment partners.
- Strong understanding of employee benefits and the enrollment process.
- Demonstrated ability to develop operational processes and scale service delivery programs.
- Strong project management, planning, and organizational skills.
- Experience developing, tracking, and analyzing operational performance metrics.
- Excellent written, verbal, presentation, and interpersonal communication skills.
- Ability to collaborate effectively with clients, employees, vendors, senior leaders, and cross-functional teams.

Preferred Qualifications

- Experience with voluntary benefits or supplemental health insurance products.
- Background with an insurance carrier, benefits enrollment provider, benefits administrator, brokerage, or benefits consulting organization.
- Experience managing both onsite and virtual enrollment programs.
- Experience supporting large, geographically dispersed, or high-volume employee populations.
- Established relationships with external benefits enrollment organizations or enrollment staffing providers.
- Experience developing employee benefits education materials and communication campaigns.
- Experience supporting hourly, part-time, temporary, staffing, hospitality, healthcare, or other distributed workforces.

Key Success Factors

The successful candidate will be an organized, service-oriented leader who can build a program, develop strong teams, manage external partnerships, and oversee multiple enrollment initiatives simultaneously. The ability to balance strategic planning with hands-on execution, adapt to changing client needs, and use performance data to drive continuous improvement will be essential to success.