• 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 - 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.