Open to opportunities

Brandon Kelly

@brandonkelly

Technology-forward operations leader with 10+ years scaling teams and processes across benefits, SaaS, and financial services.

United States

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What I'm looking for

I’m looking for a leadership role where I can drive end-to-end operations strategy, partner closely with product and engineering, and scale high-trust teams using OKRs, clean workflows, and measurable customer outcomes.

I’m a technology-forward operations manager and people leader with 10+ years building, scaling, and improving teams and processes across benefits administration, financial services, and SaaS environments. I bring structure to complex operations by partnering with product and engineering teams, translating strategy into day-to-day execution through OKRs and KPIs.

Across roles from Product & Operations Manager to Director of Account Operations and Senior Manager of Operations, I’ve led cross-functional planning, process design, and continuous improvement—supporting HSA/FSA/HRA operations, P&L and budgeting, vendor and banking partner management, and roadmap planning based on operational needs. I’m known for improving workflows and efficiency, building reporting visibility, strengthening customer experience (including doubling NPS scores), and leading talent development through recruiting, training, and performance management.

Experience

Work history, roles, and key accomplishments

Senior Manager of Operations

InComm Benefits

Jan 2024 - Jan 2026 (2 years)

Built and scaled core operations for HSA/FSA/HRA workflows, creating structure and consistency across day-to-day processes. Partnered with Customer Service, Product, Engineering, Account Management, and banking partners to improve reporting, resolve transactions, troubleshoot system issues, and support roadmap planning.

Operations & Strategy Process Improvement HSA FSA Zendesk Cross functional Leadership Roadmap Planning

Director of Account Operations

Lively Inc.

Jan 2023 - Jan 2023 (0 months)

Led account operations ramp-up to drive expansion and adoption of FSA/HSA programs, triaging growth issues and resolving cross-functional conflicts. Reduced team workload by 30% and increased customer satisfaction by 10% by delivering change management, tools/process improvements, and an operations-aligned operating plan.

Account Operations Claims Adjudication Program Management Cross functional Leadership Performance Management Forecasting Customer Experience

Product & Operations Manager

Conduent

Jan 2020 - Jan 2023 (3 years)

Owned technical product delivery for BenefitWallet applications by aligning product management efforts with the right level of technical expertise. Managed 5 teams (55 members across 2 international teams) and upgraded tools/processes to reduce staffing needs by 30%, maintain lowest attrition for two consecutive years, and double NPS scores.

Agile Project Management Technical Delivery Team Leadership Operational Analytics NPS Dashboarding Workflow Optimization FSA & HSA Domain

Operations Supervisor

Conduent

Jan 2018 - Jan 2020 (2 years)

Built the customer care organization from the ground up, recruiting, hiring, and training a team to ramp quickly for the BenefitWallet product line. Established KPIs and service metrics, set team goals and stretch objectives, and translated inbound/outbound call strategy into improved customer engagement and brand outcomes.

Customer Care Operations KPIs Hiring Customer Engagement Escalation Management

Consultant

Conduent

Jan 2014 - Jan 2018 (4 years)

Served as a subject matter expert to build knowledge base and training materials for the BenefitWallet solution. Partnered with developers to launch new tools, evaluate security measures to protect member information, and drive issue resolution and recovery paths for escalations.

Subject Matter Expertise & Security Escalation Management Product Support