Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Reporting to the Senior Manager, Global Benefits & Well-being, the Benefits Program Manager will support the design, and implementation of our benefit programs. You will play an integral part in driving Five9’s benefits priorities forward while influencing the adoption and evolution of our benefits offerings, through impactful communication, analyzing external benchmarking and monitoring market trends. This role provides the opportunity to support benefit programs across health, welfare, retirement, and time off. To be successful in this role, you will need a strong mix of benefit program management, critical thinking capabilities, and a strong communication skillset.
Responsibilities:
Project Management
- Apply an understanding and expertise of benefits to manage projects from initial concept through delivery
- Coordinate resources to ensure projects are delivered both on time and accurately
- Effectively manage multiple, complex projects and deadlines, collaborate with internal and external teams
Benefits Communication
- Develop and support programs, policies, and content
- Review and manage benefits content on Sharepoint
- Draft and review benefit communications
- Manage well-being calendar and create content
- Participate in and/or conduct benefit trainings to partner teams and/or external vendors
Benefits Management (Vendor Management, Compliance, EE Experience)
- Manage compliance tasks for US and Int’l benefit plans and evaluate new compliance requirements as well as for new and evolving programs
- Review results from the audit process, and set priorities on necessary changes or improvement plans (partner with ben admin on the next action steps)
- Monitor and understand US federal and state regulation changes that may impact benefit program offerings
- Manage/Support 1095-C Distribution and W-2 reporting
- Execute annual contract/SPD renewal activities
- Review billing from vendors and brokers (partner with ben admin on the reconciliation, next steps)
- Work with benefits vendors to resolve escalated issues proactively
- Conduct effective vendor management activities such as regularly scheduled vendor partner meetings to review improvement opportunities, employee satisfaction; monitor service-related performance guarantee results and execute service improvement plans when necessary.
- Implement new benefit vendors (security review, system set up and UAT testing, etc.) and program changes.
- Manage benefit RFPs; including driving the internal contracting and security processes to onboard new and existing vendors
- Function as the subject matter expert on benefit programs; resolve complex benefit issues, escalations and close them in a timely manner; including identify the issues, perform thorough investigation to identify root cause, conduct impact analysis (financial and employee experience), evaluate resolution options (advantages and disadvantages of each option), provide recommendations and next steps that may include timeline, project and/or EE communications plan
Support annual benefit reviews & stakeholder partnership
- Gather benchmarking information to ensure our benefit programs are market competitive
- Conduct annual benefit evaluation and provide recommendation on alignment with the global benefits strategy; in collaboration with relevant stakeholders
- Manage relationships with main partners and collaborate with teams such as Legal, Payroll, Procurement, and other groups within the People team
Qualifications
- 5+ years’ experience in benefits in a fast paced organization
- Ability to thrive in a constantly evolving and growing environment
- Proven ability to model critical thinking, program management, and collaboration skills within the COE
- Proven success in using data to drive recommendations, designing and implementing effective leave and benefit programs
- Strong organizational/time management skills and multi-tasking abilities
- Detail oriented with strong analytical and problem-solving skills
- Effective written and oral, communication style – i.e., concise, and clear
- Comfortable with ambiguity, able to problem solve and arrive at a recommendation.
- Vendor Management - i.e., hold vendors/consultants/ brokers accountable for customer experience, service delivery and ensuring plans are operating accurately
- Operational excellence and process rigor, including project management and end-to-end process and workflow management
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
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As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
$90,600—$173,100 USD
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
