Associate Director - Spending Account Operations

• Leads, manages, and develops a high-performing team responsible for claims administration, funding reconciliation, and data analysis
• Provides coaching, feedback, and performance evaluations through structured processes such as 15Five check-ins, L10 meetings, and 1:1s
• Ensures team alignment with strategic objectives, performance metrics, and compliance standards while fostering a culture of continuous learning and professional growth
• Ensures best-in-class client service by coaching and mentoring team members to resolve client issues efficiently and proactively
• Serves as the final escalation point for complex claims, funding discrepancies, and reporting concerns
• Implements preventative measures to enhance client experience and optimize service delivery
• Monitors client retention metrics and identifies areas for service enhancement and process improvements
• Establishes and enforces best practices for claims processing, funding reconciliation, and data integrity
• Ensures regulatory compliance with IRS guidelines and industry standards related to HSAs, FSAs, HRAs, and Commuter Benefits
• Works with internal teams to maintain data accuracy and process efficiency across all systems
• Drives automation and process optimization initiatives to streamline operations and improve accuracy
• Aligns department initiatives with COE’s strategic objectives, supporting revenue growth and operational efficiencies
• Partners with Sales & Marketing to position the value proposition of spending account services
• Collaborates with Finance & Leadership to ensure accurate revenue tracking, financial forecasting, and funding reconciliation
• Identifies opportunities for expanding service offerings and enhancing client value through technology and service enhancements
• Implements structured KPI tracking, quarterly performance evaluations, and operational reporting for senior leadership
• Uses data-driven insights to optimize claims administration, funding reconciliation, and overall service delivery
• Ensures that team members are meeting or exceeding service-level agreements (SLAs) and compliance requirements
• Acts as the primary liaison between internal stakeholders and external technology vendors, ensuring strategic alignment and issue resolution
• Advocates for platform enhancements and process improvements with third-party vendors
• Ensures seamless integration and execution of spending account operations across all systems

• WEX experience
• 5+ years of experience in spending account operations (HSA, FSA, HRA, commuter benefits)
• 5+ years of experience in client success, account management, claims, or related functions
• 2+ years of leadership experience leading client-facing or operational teams
• Strong knowledge of IRS regulations and compliance related to spending accounts
• Experience working with spending account platforms and technology
• Proficiency in Excel (pivot tables, VLOOKUP) and CRM/tools (e.g., Zoho or similar)
• Proven ability to lead teams, drive process improvements, and optimize service delivery
• Strong communication and relationship management skills with the ability to resolve complex issues
• Demonstrated strategic thinking, analytical, and problem-solving skills
• Bachelor’s degree in Business, Finance, Marketing, or related field preferred

Bachelor’s degree in Business, Finance, Marketing, or related field

• medical
• dental
• vision
• life and disability coverage
• 401(k)
• generous PTO
• Role-specific learning paths
• Leadership development programs
• Technical and compliance training
• Industry certifications and continuing education support
• Peer learning and knowledge-sharing communities