EB Operations Manager

The Liberty Company is a different kind of insurance brokerage—one where culture, growth, and innovation take center stage. We’re proud of our award-winning, forward-thinking workplace and are eager to help you find your Joy of Being (JOB) with us.

At Liberty, we value wellness, collaboration, and creativity. Our employees enjoy competitive compensation, excellent benefits, paid time off, holiday pay, paid training, stress management initiatives, and opportunities to give back.

We’re searching for an exceptional Employee Benefits Operations Manager for our employee benefits department. If you’re a great culture fit and this role sounds like your next step, we’d love to hear from you!

Position Summary: The Employee Benefits (EB) Operations Manager leads the infrastructure, systems, and operational execution, supporting the EB practice, serving as the central hub for operational excellence across the benefits department. This role is responsible for building and maintaining scalable backend operations that enable Account Management and Sales teams to perform efficiently and without operational friction. This role oversees agency systems, workflows, carrier access and appointments, and daily operational activity while driving training, data integrity, and process consistency. The EB Operations Manager also leads project management for acquisitions, book rolls, and integrations, ensuring seamless execution and alignment across stakeholders.

Essential Duties and Responsibilities

Operations Infrastructure & Carrier Management

• Own and manage backend EB Operations including carrier appointments, contracting, commission setup, and producer/agency licensing coordination
• Facilitate carrier access, including portal enablement, login requests, and agreements in coordination with legal
• Ensure operational readiness for new and existing business across all markets
• Collaborate with carriers, general agencies, and vendors to streamline processes and improve access

Systems & Data Management

• Lead the implementation, maintenance, and optimization of benefits and agency management systems
• Serve as system administrator, including troubleshooting issues, connecting errors, and maintaining system integrity
• Oversee system configurations including account setups, global changes, error logs, and data imports
• Produce and manage account import templates and support data accuracy across platforms
• Coordinate agency management code updates, benchmarking, and accounting alignment

Daily Operations & Workflow Management

• Oversee daily departmental operations, including shared mailboxes, ticket systems, appointments and audit workflows
• Establish, monitor, and enforce SLAs, prioritization protocols, and turnaround standards
• Monitor ticket volume, resolution quality, and team responsiveness to ensure operational efficiency
• Act as the primary escalation point for complex operational issues impacting service and sales teams

Team Leadership & Enablement

• Lead EB Operations staff, driving accountability, productivity, and consistent execution
• Oversee onboarding and offboarding of employee system and program access in coordination with IT and HR
• Develop, maintain, and deliver training programs, materials, and documentation (guides, SOPs, playbooks)
• Educate employees on systems, workflows, and operational best practices
• Partner with leadership to roll out training on new tools, products, and initiatives

Project Management & Integrations

• Serve as project management lead for partnership acquisitions, book rolls, carrier transitions, licensing, carrier appointments, and system integrations
• Organize and oversee data integration, validation, and migration efforts for partnership offices
• Maintain project plans, trackers, timelines, and accountability across cross-functional stakeholders
• Support onboarding and integration of new teams and offices

Data Integrity, Auditing & Continuous Improvement

• Monitor audit results to identify trends, training needs, and corrective actions
• Partner with Ops Data Analyst and stakeholders to root cause issues and implement process or automation improvements
• Drive continuous improvement initiatives to enhance operational efficiency and end-user experience

Cross-Functional Partnership & Leadership

• Partner with Account Management and Sales to remove operational barriers and support onboarding, new business, and renewal execution
• Communicate effectively across departments throughout the lifecycle of projects and escalations
• Provide strategic insights, recommendations, and updates to leadership within area of responsibility
• Participate in special projects and additional initiatives as assigned

Execution Expectations

• Demonstrate strong knowledge of insurance business processes, systems, and workflows
• Operate independently and collaboratively with minimal supervision
• Maintain high standards of accuracy, organization, and accountability across all functions
• Build and maintain strong, trust-based relationships with internal colleagues, carriers, and external vendors
• Effectively prioritize in a fast-paced, evolving environment, ensuring timely follow-through and completion of projects and tasks

Competencies To perform the job successfully, an individual should demonstrate the following competencies: Strong Communication, Collaboration, Professionalism, Follow Through, Adaptability, Self-Motivation, Initiative, Strategic Thinking, Project Management, and Relationship Building.