Employee Navigator Team Lead

Brown & Brown Insurance

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• The Employee Navigator Team Lead is responsible for overseeing the successful delivery, quality, and performance of a defined book of business supported through the Employee Navigator benefits administration system.
• This role leads a cross-functional pod aligned to specific B&B offices and their clients, ensuring seamless implementation, renewal, and ongoing service delivery.
• The Team Lead serves as both a people leader and a hands-on subject matter expert, responsible for coaching and developing team members while maintaining the ability to directly support project execution, service needs, and escalations.
• This role owns overall pod performance, ensuring deadlines are met, deliverables are accurate, and client expectations are consistently exceeded.
• The Team Lead provides ongoing coaching, mentorship, and development to pod members across all roles in the pod.
• Establish clear performance expectations and partner with team members to set individual goals aligned to pod and organizational objectives.
• Hold team members accountable for performance standards, goals, and deliverables through regular feedback and follow-up.
• Conduct performance reviews and provide consistent, actionable feedback to support employee growth and development.
• Lead onboarding and training new hires, ensuring successful integration into the pod and organization.
• Foster a collaborative, high-performing team environment focused on continuous improvement.
• Build and maintain strong relationships with aligned B&B offices and key client stakeholders.
• Serve as the primary escalation point for client and internal issues, ensuring timely resolution with a focus on client satisfaction.
• Partner with offices to understand client needs, risks, and priorities, proactively addressing potential challenges.
• Own and manage escalations across the pod, applying strong problem-solving and root cause analysis skills.
• Ensure issues are resolved efficiently and effectively, minimizing client impact and preventing recurrence.
• Collaborate with internal teams (Data/EDI, Business Development) to resolve complex challenges.
• Notify senior leadership timely of necessary escalations.
• Ensure adherence to established processes, tools, and best practices across the pod.
• Identify opportunities for process improvement and drive initiatives to enhance efficiency, quality, and team performance.
• Support adoption and execution of operational models, including the Single Project Owner (SPO) approach.
• Maintain expert-level knowledge of the Employee Navigator platform and related workflows.
• Provide hands-on support for implementations, renewals, and service work as needed based on resource demands.
• Step in to support project management, configuration, service, or data/QA functions when necessary.
• Assign and manage team workloads.
• Pursue ongoing professional development and stays current on industry trends and system enhancements.
• Perform other duties as assigned.

🎯 Requirements

• Bachelor’s degree or equivalent work experience
• 5+ years of experience in benefits administration or related field
• 3+ years of experience working with Employee Navigator
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong problem-solving and escalation management skills
• Excellent communication and interpersonal skills
• Proficiency with MS Office Suite

🏖️ Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more

Skills & Technologies

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Brown & Brown Insurance

Visit Website

About Brown & Brown Insurance

Brown & Brown Insurance is a publicly traded insurance brokerage and risk-management firm headquartered in Daytona Beach, Florida. Founded in 1939, the company provides commercial and personal insurance, employee benefits, and related services through a network of more than 400 offices across the United States, Canada, and the United Kingdom. It operates as an intermediary between clients and insurance carriers, offering tailored risk solutions to businesses, governmental entities, and individuals while generating revenue primarily through commissions and fees.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.