The Member Services Department administers various health and financial benefits to organizations of The Church of Jesus Christ of Latter-day Saints. We are committed to delivering exceptional service to all our valued customers including plan participants and employers.
Work Opportunity:
Manager of the Hawaii Office - Member Services (Full-Time, On-Site)
We are seeking a full-time Manager of our Hawaii Office to join our Member Services Department. This role leads the primary operations for the DMBA Hawaii office, providing local support to participants and employers.
This is an in-person position, based in our Hawaii office, with a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. Work hours may occasionally begin earlier or extend later depending on the needs of the team or the role. Because DMBA's corporate office is located in Mountain Standard Time, this position requires flexibility to attend meetings and collaborate with mainland partners as needed.
As the Manager of the Hawaii Office, you will oversee a small, dedicated on-site team, including:
- One Registered Nurse (RN) responsible for authorizing services for our customers
- One Customer Service Specialist who serves as the primary contact for answering customer phone calls, processing paperwork, and assisting participants who visit the Hawaii office
- One Guest Services Specialist who greets and assists guests upon arrival
In this role, you will oversee the day-to-day operations of the Hawaii office, including scheduling, personnel matters, and operational coverage. You will cultivate strong relationships with participants and employer groups, serve as a liaison between escalated local needs and key contacts in the Salt Lake City office, and ensure alignment with DMBA's service standards and operational practices.
The Manager of the Hawaii Office is expected to foster a strong customer service culture across all interactions and lead by example. This includes stepping in to support team operations when staffing is limited or when additional assistance is needed to ensure consistent service and a positive member experience.
Essential Job Duties
- Provide leadership to employees of the DMBA Hawaii office, including mentoring and guiding team members within your stewardship to help them perform to the best of their abilities and establishing and managing performance expectations for team members.
- Serve as a subject matter resource for complex customer inquiries related to medical, dental, enrollment, disability, retirement, and savings plans, including the resolution of escalated and highly complex issues received via phone, email, or in person.
- Actively participate in committees, meetings, and initiatives related to benefits, policies, and customer‑facing communications. Lead and contribute to projects at both the team, departmental, and company levels.
- Continually analyze operational processes and performance data to improve service levels, efficiency, and quality. Identify, recommend, and support the implementation of process improvements through close collaboration with cross‑functional partners.
- Ensure exceptional service for all internal and external customers by applying in‑depth knowledge of company products and programs. Partner closely with internal teams such as Employer Relations, System Configuration, Information Technology, Accounting, Provider Network Management, Legal, Plan Design, Actuarial Services, and other support areas to maintain high service standards and operational alignment.
- Provide direct support to Hawaii employer groups and appropriately escalate issues that may arise, cultivating strong, trusted relationships and serving as a key point of contact between employers and DMBA.
We are looking for
We are looking for a hands-on, service‑focused leader who thrives in an in‑person environment and is committed to delivering an exceptional member experience. The ideal candidate will be comfortable overseeing day‑to‑day operations of a small on‑site team, including clinical, customer service, and guest services functions, while fostering a strong culture of customer care. This individual will be a relationship builder, working closely with employer groups, participants, and internal partners, and will confidently serve as the local liaison between DMBA Hawaii operations and the DMBA Salt Lake City corporate office. Flexibility, accountability, and a willingness to step in when needed are essential, as is the ability to manage schedules, personnel matters, and escalated needs while maintaining consistent service standards across all interactions.
Minimum Requirements:
- Bachelor's degree in business or a related field, or equivalent professional experience, with a minimum of 7 years of experience in employee benefit administration, healthcare administration, operations, leadership, or corporate relationship management.
- Strong knowledge of, or the ability to quickly learn, the health and retirement plans offered to DMBA members in Hawaii.
- Demonstrated initiative and ability to complete tasks, resolve customer issues, share informed perspectives, make sound decisions, and provide clear direction to others.
- Highly detail‑oriented and organized, with strong critical‑thinking and problem‑solving skills.
- Proficient in Microsoft Office Suite and other applicable business systems.
- Highly professional in conduct and communication, including the ability to maintain confidentiality when handling sensitive information.
- Excellent interpersonal skills with the ability to work effectively with individuals at all levels of the organization.
- Experience navigating difficult interpersonal or customer situations with diplomacy, tact, and professionalism.
- Demonstrated experience in operational leadership, including overseeing day‑to‑day office operations, managing staff schedules, addressing personnel issues, serving as an escalation point, and leading a small team with a hands‑on, service‑focused approach.
Preferred Requirements:
- Strong knowledge of Retirement, Savings, and Disability plans.
- Strong understanding of rules, processes, and systems related to medical and dental plan enrollment.
- Experience working with systems such as WebXtender, Web Applications, K2, Appian, or similar workflow and customer service platforms.
