Mgr Service Ops Support

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

The Mgr Service Ops Support is responsible for the overall direction and management of assigned operational functions for the Operations Team. This includes planning, developing and managing aspects of the organization’s operations programs and processes. In unison with senior leadership, the manager will help create the strategic vision and goals for their teams.

What you’ll be doing

• Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
• Performs other duties as assigned or apparent.
• Handles or performs special projects as requested by senior leadership or clients that are appropriate based on knowledge, position and background.
• Work with communications, marketing, legal, compliance, product, finance, client and member services as needed to improve processes and tasks specific to departments managed.
• Participate in local associations and networking opportunities that allow the manager to stay abreast of industry trends, best practices, and other changes that may affect benefit operations.
• Ensures the security of operational areas ensuring that all documents or materials are protected according to department procedure while in house and during handoffs with vendors.
• Leads regular staff meetings to maintain a high and visible presence with the team, open lines of communication, and relay short and long-term goals. Communicates quality standards, operational processes, policies,procedures and review mechanisms.
• Works with division leadership, product, finance, vendor management, and directly with vendors to ensure that operational needs are being met, and that company procedures for purchase orders, receiving, invoice approval, expenses, and inventory levels are well managed.
• Regularly reviews the progress and quality level of services provided, ensuring that client and participant needs are addressed, decisions have been acted upon and problems have been resolved. Directs meetings where necessary to address escalated issues and resolve problem accounts. Provides weekly updates as well as monthly summary reports to department leadership to show operational status and progress on initiatives.
• Maintains an awareness and currency within the employee benefits industry and the related regulatory environment to effectively manage consultation and benefits administration activities. This may requireparticipation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers.
• Implements and maintains operational controls throughout the department to ensure the security and confidentiality of client/participant information and records. This includes complying with applicable laws and regulations and reporting/acting upon any suspected unethical, fraudulent or unlawful acts or practices.
• Other duties as assigned

What you will need to be successful

Education and Experience:

• Knowledge of operations management or a closely related field as normally obtained through the completion of college or equivalent experience. Bachlors degree in business management or related preferred.
• The ability to effectively monitor, supervise and oversee day-to-day operations activities as described as normally obtained through 7+ years of experience with account management, financial management, project management, client services, and/or demonstrated success managing operations or other time critical service delivery functions is preferred
• The ability to effectively lead team members, resources, and equipment which may include account enrollments, fulfillment or document processing. Experience is normally obtained through a minimum of 1 or more years of team leadership experience.
  Specialized Knowledge, Skills, and Abilities:
• A knowledge and understanding of consumer directed benefits is essential. The ability to understand the regulatory environment’s impact on the business and relate regulation changes to the business are also required.
• A strong customer service orientation and skills are essential.
• Excellent planning, time management and organizational skills are required. The ability to effectively handle multiple
  projects using independent judgment and discretion is essential.
• Excellent problem-solving and coordination skills are necessary to work across internal organizations and drive
  quick resolution of issues.
• Excellent verbal and written communication skills and strong interpersonal skills are necessary to manage the team
  as described and effectively meet goals and objectives through others.
• Good analytical skills and the ability to make effective judgments on available information are required. The ability to assess and resolve complex issues related to consulting services, benefits administration, and customer support is required.
• Incumbents must be attentive to details and have a strong math aptitude.
• Incumbents must have the ability to instigate and manage comprehensive policies, programs and initiatives as described.
• Manage document processing and must be well versed on technologies related to efficient data entry and OCR data capture.
• The ability to maintain the confidence of sensitive information is essential.
• The ability to work with people of diverse backgrounds and at all organizational levels is required. A professional demeanor is essential.
  
  Physical/Mental Requirements and Demands:
  
  
• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone
• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required.
• Must be able to lift and move material weighing up to 20 lbs
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• To help you succeed in your role and ensure member information stays protected, we require that you maintain a secure and stable work environment, i.e., safeguard client information, cameras on during work meetings, andprovide a current updated photo. This is a core value of our culture and an essential job function for each of us.
  
  Travel Requirements:

• Infrequent travel may be required

$79500.00 To $122500.00 / year

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.

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