Provide comprehensive leadership and strategic oversight to the benefit charge team, ensuring performance goals, service levels, and quality standards are consistently met while also fostering internal team growth
Oversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiency
Lead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviews
Ensure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiency
Represent the team in client meetings and calls, particularly for high-impact accounts or escalated issues
Collaborate with internal teams and clients to improve processes and outcomes while delivering feedback to senior leadership on team performance, client trends, and operational challenges to support strategic planning
Act as the primary escalation point for complex benefit charge scenarios and internal team concerns, offering guidance and resolution particularly for high impact accounts or escalated issues
Bring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectiveness
Proactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload priorities

Bachelor's degree or equivalent combination of education and relevant work experience
5+ years of experience in unemployment insurance, benefit charge management, unemployment cost management, or a related Employer Services function
2+ years of people leadership experience, including coaching, performance management, and conducting regular 1:1s and performance reviews
Working knowledge of unemployment benefit charge processes, including charge determinations, protests, appeals, and regulatory requirements
Experience managing high-volume, deadline-driven operational workflows with accountability to service levels, quality standards, and performance metrics
Able to ensure compliance with internal audit standards, documented procedures, and applicable state and federal regulations
Experience handling escalations and complex cases, including serving as a point of contact for high-impact employer accounts
Able to represent the team in client meetings and collaborate with internal partners
Experience managing teams within an Employer Services or Unemployment Cost Management environment
Client-facing experience supporting complex employer accounts
Experience leading process improvements or operational change programs
Experience analyzing trends and operational data to inform decisions and provide insights to senior leadership

Great compensation package and bonus plan
Core benefits including full medical, dental, vision, and matching 401K
Flexible work environment, ability to work fully remote, hybrid or in-office
Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

Benefit Charges Manager

Key skills