Senior Benefits Operations Specialist

5+ years of experience in high-volume, operational roles such as Benefit Operations, Small group or employee benefits administration, operations specialist or benefits advisor roles (Tech, payroll, or health insurance experience strongly preferred) Deep understanding of benefits administration workflows, eligibility rules, and contribution calculations. Demonstrated ability to own complex processes independently and solve ambiguous problems. Strong analytical skills with exceptional attention to detail and accuracy. Experience working in fast-paced, evolving environments with changing requirements. Proven ability to communicate clearly and confidently with customers, vendors, and internal stakeholders. Experience with data entry and reconciliation in both proprietary and third-party systems. Entertainment payroll experience is a strong plus but not required.

Own and execute end-to-end benefits operations including onboarding, off boarding, eligibility management, contribution adjustments, reconciliations, and reporting. Manage complex or non-standard benefits scenarios, including eligibility edge cases, retroactive changes, multi-project consolidations, and escalations. Ensure benefits data is entered accurately, completely, and on time to support compliant withholdings and reporting. Serve as a primary point of contact for third-party benefits providers, ensuring accurate and timely data exchange and issue resolution. Oversee and validate weekly and ad hoc reports sent to third-party benefits providers. Conduct detailed audit reviews to ensure accurate calculation of benefit withholdings, caps, and consolidations across projects, correct capture of benefit eligibility and enrollment status, and alignment between internal systems and external provider records. Identify trends or recurring discrepancies and drive corrective actions. Handle advanced customer inquiries and escalations via phone and email with professionalism and subject matter expertise. Translate recurring issues and learnings into process documentation, FAQs, and training materials. Partner closely with Enablement to upskill Customer Success, Sales and other internal teams on benefits workflows and policies. Proactively identify opportunities to improve benefits operations, systems, and customer experience. Lead or support process redesign efforts as the benefits program evolves, including documenting SOPs and implementing scalable solutions. Provide feedback and recommendations to Product and Operations leadership based on operational insights and customer impact. Act as a mentor and knowledge resource for Benefits Operations Specialists and adjacent team members. Support onboarding and training of new hires within Benefits Operations. Partner cross-functionally with Customer Success, Payroll Operations, Product, and Legal/Compliance to ensure alignment and operational excellence.