Lead the transformation of Benefits Operations by optimizing service delivery, reengineering end-to-end processes, and leveraging technology including AI-enabled automation to streamline workflows, improve response timeliness and first-contact resolution, and elevate the employee experience.
Oversee the employee cruise benefits program and drive results through data-driven performance and financial management.
Oversee day-to-day operations of Health and Wellness programs; execute and manage benefit spend; ensure compliance; implement/enhance programs.
Lead local and overseas teams handling high-volume benefits inquiries; develop talent through coaching and training; foster a collaborative environment.
Define and manage intake, routing, escalation, and service metrics (timeliness, first-contact resolution); monitor quality and performance via dashboards/analytics; expand self-service and automation to reduce cycle times and improve experience.
Set, monitor, and report KPIs for the Employee Cruise team and daily program administration; drive continuous improvement through root-cause analysis, workflow redesign, standardization, and rework reduction.

Bachelor’s degree in Human Resources, Business Administration, or related field.
7+ years in an operational role, including 3+ years in management.
Strong analytical, problem-solving, and financial management skills; comfort with data analysis.
Experience managing remote/overseas teams.
Benefits administration experience and knowledge of benefits programs/compliance requirements (preferred).
Excellent leadership, communication, and interpersonal skills; ability to manage multiple priorities in a fast-paced environment.

Senior Manager, Global Benefits

Key skills