Schedule and prioritize incoming work, ensure on-time delivery based on customer expectations, implantation schedules, and capacity forecasting.
Ensure implementation delivery managers and customer success managers are kept up to date on the status of key deliverables, risks, and possible delivery schedule changes
Create transparency into the delivery process by partnering with Professional Services peers and operations and strategy personnel to provide meaningful reporting and dashboards to internal and external customers.
Create work forecasts and feed information into capacity planning.
Perform vendor management of global partner resources, ensure partners are delivering quality work products and driving necessary efficiencies.
Identify additional resourcing needs and work with recruiting to recruit and onboard additional team members.
Build relationships with integration solutions leads and engineering to steam-line overall delivery process of new customizations and integrations.
Provide leadership across a team of approximately 15 associates including a couple leads who will assist in providing associate development, career management & coaching, skills development, and communication of company and department strategy
Responsible for end to end ownership of technical integration requirements including: discovery, specification authoring, development support, UAT support and production hand-off
Maintain and improve upon Benefitfocus discovery and user acceptance testing methodologies in order to ensure quality and consistent delivery across implementations
Develop team members and expand the talent of the team by working withassociates to create development plans to expand their product and technical knowledge and consulting skills
Provide guidance to consultants and vendor partner resources regarding proper procedures for file delivery and approaches for resolving issues
Facilitate discovery sessions covering technical topics and functions of the Benefitfocus platform
Collaborate with solution leads on out of the box customer needs that require solution assistance from product and engineering
Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues and concerns; assist associates in handling escalations
Identify and drive improvement opportunities to increase team efficiency and quality
Track on-going delivery and quality metrics
Pursue and maintain a thorough knowledge of the Benefitfocus platform, the 834, and all Benefitfocus standard data formats
Partner with internal groups including customer support, delivery management, operations, data services, and engineering to resolve issues and improve processes and technology solutions
Bachelor’s degree is required, Master’s preferred
5 + years of experience in software development and implementation environment
Previous management experiencepreferred
Prefer background in business application consulting with client-facing experience
Experience with systems integration and field-level interface design is required
Excellent written and verbal communication skills
Knowledge of 834, HR-XML, SOAP/REST Web services, SSO and other EDI formats is preferred
Knowledge of benefit plans / structures is a plus
Knowledge of technical development projects is a plus
Experience with producing detailed requirements documentation is required
Experience with performing internal QA and client facing a plus
Ability to handle multiple projects and tasks simultaneously