Manager, Broker Relations; Remote

Resp & Qualifications

The Broker Relations Manager's primary responsibility is to bring the value of Care First to the marketplace by engaging and working with Care First's distribution channel (brokers). This role combines strategic leadership with hands‑on management to ensure brokers receive timely, accurate, and comprehensive assistance. The ideal candidate will foster a customer‑centric culture while driving operational excellence and team development.

• Serve as the primary escalation point for complex broker inquiries and issues, ensuring timely and satisfactory resolution.
• Build and maintain strong relationships with key broker partners, full service producers and consultants, understanding their needs and business objectives.
• Monitor broker satisfaction metrics and implement strategies to improve service delivery and partner experience.
• Collaborate with sales and account management teams to support broker growth and retention initiatives.

• Lead, mentor, and develop a team of broker support representatives, fostering a collaborative and high‑performance culture.
• Conduct regular performance reviews, provide coaching, and identify training opportunities to enhance team capabilities.
• Manage team scheduling, workload distribution, and resource allocation to ensure optimal coverage and efficiency.
• Recruit, onboard, and train new team members in company policies, systems, and broker service best practices.

• Develop and implement broker service standards, workflows, and standard operating procedures to ensure consistent, high‑quality support.
• Monitor key performance indicators including response time, resolution time, ticket volume, quality and customer satisfaction scores.
• Identify process improvement opportunities and implement solutions to enhance efficiency and service quality.
• Manage and optimize the use of Broker
  360 and ticketing systems to track interactions, issues, and resolutions.
• Ensure compliance with regulatory requirements, company policies, and industry standards.
• Drive development and adoption of service dashboard(s) to track performance and progress, including broker‑level dashboards.
• Drive development and ongoing enhancement of broker portals to drive continued automation of broker work with Care First.
• Support enhancements to Salesforce CRM to drive better data collection and reporting opportunities.

• Partner with Product, Underwriting, Operations, and IT departments to resolve systemic issues and improve broker experience.
• Prepare and present regular reports on team performance, broker feedback, and service trends to senior leadership.
• Communicate policy updates, system changes, and important information to the team and broker community.
• Facilitate regular staff meetings to share updates, celebrate successes, and address challenges.
• Attend and participate in business and community activities to promote Care First and identify new opportunities as needed.

This position manages people.

Bachelor's Degree in marketing, business or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

• 5 years in sales, relationship management and/or marketing.
• 1 year supervisory experience or demonstrated progressive leadership experience.

• A current Health/Life License in Maryland, Virginia, and District of Columbia is required.

• Previous experience working directly with insurance brokers or agencies.
• Lean Six Sigma or process improvement certification.
• Experience implementing or managing CRM or customer service technology platforms.

• Leadership & Team Development:
  Ability to inspire, motivate, and develop team members while maintaining accountability.
• Problem‑Solving:
  Strong analytical skills with ability to identify root causes and implement effective solutions.
• Communication:
  Excellent written and verbal communication skills with ability to explain…