Benefits Operations Manager

Salary Range: $99,000 - $110,000 per year.

The above base pay range may vary depending on location, job-related knowledge, skills and experience. The range listed is just one component of Wayfair’s total compensation package for employees. Depending on the position offered, equity, bonuses, commissions and other forms of compensation may be provided as part of the compensation package, in addition to a comprehensive suite of medical, financial and additional benefits.

This position is based in our Boston, MA, office with a hybrid, fulltime, work schedule; Monday - Thursday in office and Friday remote.

The Manager, Benefits Operations leads the global delivery, administration, and compliance of Wayfair’s benefits programs. This role owns the operating model for benefits, ensuring accurate, efficient, and scalable execution across systems, vendors, and geographies. The role is responsible for service delivery, data integrity, vendor performance, and regulatory compliance, enabling a high-quality and reliable employee experience.

What You’ll Do:

Operations & Service Delivery

• Own end-to-end benefits administration across all regions and programs
• Define and manage service delivery standards, including SLAs and workflows
• Oversee ticket management and resolution processes to ensure timely and accurate support
• Manage escalation processes for complex or high-risk employee issues

Systems & Integration Management

• Own all benefits data flows across Workday, vendors, and carriers
• Monitor and maintain integration health, including error resolution and reconciliation
• Partner with HRIS and vendors on system changes, implementations, and testing
• Ensure data integrity and consistency across all systems

Vendor Management (Operations)

• Manage day-to-day performance of Alight and other administration vendors
• Monitor vendor SLAs and drive issue resolution and continuous improvement
• Ensure alignment between contracted services and operational delivery

Compliance & Risk Management

• Own operational compliance for all benefits programs
• Lead Form 5500 filings, 401(k) audit coordination, and regulatory reporting
• Ensure adherence to ERISA, ACA, and applicable global regulations
• Maintain documentation, controls, and audit readiness

Time Off Administration

• Oversee administration of global time off programs, including accruals and eligibility
• Ensure alignment between policy, system configuration, and payroll processing

Process Optimization & Automation

• Own the design and continuous improvement of the global benefits operating model, ensuring workflows are efficient, scalable, and standardized
• Identify and eliminate manual and redundant processes, leading automation of core operations including eligibility, integrations, and payroll interfaces
• Partner with vendors (e.g., Alight) to implement system-driven solutions and maintain integration health through monitoring and reconciliation
• Use operational data (tickets, error rates, volume) to drive root cause resolution, reduce defects, and improve efficiency at scale
• Establish and maintain controls to ensure accuracy of eligibility, enrollments, payroll deductions, and funding
• Partner with Benefits Strategy to translate plan design and policy decisions into scalable operational processes and system configurations

What You’ll Need:

• 8–12+ years of experience in benefits administration or HR operations
• Strong experience with HRIS systems (Workday preferred) and vendor integrations
• Deep knowledge of benefits compliance requirements (ERISA, ACA, 5500, audits)
• Experience managing third-party administrators (e.g., Alight or similar)
• Strong operational and process management skills
• Ability to manage complex systems and workflows in a lean environment