Director, Service DeliveryWHAT YOU'LL DOThe
Director, Service Delivery works directly with clients to understand their goals and ensure bswift solutions align to meet and exceed those needs. This role owns a book of business representing approximately
$5,000,000 to $8,000,000+ in annualized recurring revenue (ARR) and leads a team of bswifters responsible for delivering outstanding service experiences that create and sustain raving fans of bswift.
This role balances strategic client leadership, operational excellence, and people management, while partnering cross-functionally to deliver consistent, high-quality service outcomes.
WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Client Relationship & Portfolio Ownership- Own a book of business representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR).
- Directly manage client relationships, ensuring delivery quality, timeliness, and overall client satisfaction.
- Own client project plans, governance structures, and stewardship activities.
- Organize and lead regular client meetings to ensure excellent customer service and alignment on goals.
- Maintain contractual compliance and manage client financials, including renewals and revenue stewardship.
- Stay current on bswift products, services, and enhancements to effectively advise clients.
People Leadership & Team Development- Directly manage, coach, and develop a team of service delivery professionals.
- Hire, develop, and retain team members who reflect bswift's core values of Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be a Great Place to Work.
- Provide ongoing performance feedback, people management, and career development coaching.
- Deliver day-to-day guidance and support to the service delivery team.
- Foster a high-performing, accountable, and collaborative team culture.
Operational Excellence & Efficiency- Forecast and manage staffing levels and associated expenses for the assigned book of business.
- Drive efficiency through the creation, refinement, and adherence to standard operating procedures.
- Promote automation, continuous improvement, and constructive challenge of the status quo to improve service delivery outcomes.
- Support the rollout of new technology and services to clients in partnership with Product and Technology teams.
Cross-Functional Collaboration & Business Support- Coordinate business strategy and execution with bswift leadership and cross-functional partners, including Call Center, COBRA/FSA, Billing, Product Management, IT, and other shared services or centers of excellence.
- Assist in sales and marketing efforts, including client renewals, expansions, and growth initiatives.
- Consistently model and reinforce bswift's core values of Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be a Great Place to Work with associates, clients, and partners.
WHAT YOU NEED TO SUCCEED (Required Education and Experience)- Bachelor's degree from a four-year college or university, or an equivalent combination of education and experience.
- 8-12+ years of experience in benefits administration and/or benefits implementation within a benefits administration or HR technology environment.
- 8+ years of direct client relationship management experience in benefits administration.
- Significant health & welfare client relationship management experience, including consulting clients on new benefit strategies.
- Proven experience leading and owning client renewals.
- 5+ years of people management experience, including direct leadership, coaching, and development of teams.
- Detailed knowledge of employee benefits and benefits administration technology solutions.
- Leadership style that reflects and reinforces bswift's core values of Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be a Great Place to Work.
SKILLS & ABILITIES- Strong people management skills with the ability to interact effectively at all levels of a client organization.
- Excellent customer service orientation with a focus on maintaining high Net Promoter Scores (NPS).
- Outstanding verbal and written communication skills, from C-suite executives to benefits managers.
- Ability to equip others to efficiently solve complex problems.
- Strong organizational and multitasking skills in a fast-paced, evolving environment.
- Willingness to travel as needed (up to 10%).
OTHER DUTIESThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
