Job Description
Job Description
Senior Manager, Client Services
Location: California (Hybrid or In-Office, depending on business needs)
Employment Type: Full-Time
Reports To: Executive Leadership / Vice President
Direct Reports: 2–3 Client Service Managers
Position Overview
The Senior Manager, Client Services is a senior operational leadership role responsible for overseeing client service delivery, benefit administration operations, and carrier coordination for public sector and public safety clients.
This role manages a small team of Client Service Managers and serves as the primary escalation point for complex benefit issues involving firefighters, police officers, and other public safety employees. The position requires a strong understanding of member claims escalation within the insurance carriers/partners, negotiated benefits, California public agency environments, and the ability to lead with professionalism, accuracy, and calm in high-stakes situations.
Key Responsibilities – Client Service Leadership
• Lead, mentor, and manage 2–3 Client Service Managers
• Maintain high level service standards, workflows, and accountability
• Conduct performance reviews and provide ongoing coaching
• Serve as subject-matter expert for complex benefit issues
Benefit Administration Systems & Operations
• Oversee benefit administration systems including enrollment, eligibility, and carrier feeds
• Ensure accurate setup and maintenance of active and retiree eligibility
• Monitor transactions and resolve system or data discrepancies
• Improve workflows, controls, and documentation
Billing Review, Audit & Financial Accuracy
• Review audited carrier billing statements for eligibility and rate accuracy
• Identify discrepancies and manage retroactive adjustments
• Coordinate billing corrections, credits, and reconciliations
• Support annual and ad hoc audits for public-sector clients
Carrier & Vendor Partner Management
• Act as point of contact for carrier partners
• Resolve complex eligibility, billing, and claims issues
• Participate in renewals and carrier service meetings
• Advocate for clients while maintaining strong carrier relationships
Public Safety & Escalated Employee Support
• Serve as primary escalation point for sensitive benefit concerns
• Communicate professionally with firefighters, police officers, and families
• Apply knowledge of negotiated benefits and Labor Code 4850
• De-escalate high-stress situations with empathy and confidence
Required Qualifications
• 7+ years in benefits administration or insurance operations
• Experience managing client service teams
• California public sector client experience
• Strong understanding of negotiated benefits and carrier billing
· California Life, Health & Disability Insurance License
Preferred Qualifications
• Experience working with firefighters or law enforcement
• Brokerage, TPA, or public-sector consulting background
• Familiarity with retiree medical and disability coordination
Compensation
California Pay Transparency Disclosure:
The base salary range for this position is $100,000 – $125,000 annually, depending on experience, qualifications, and location.
This role may be eligible for performance bonuses, comprehensive benefits, retirement plans, and paid time off.