Service Delivery ManagerWHAT YOU'LL DO:The Service Delivery Manager is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class software and services. This role partners closely with internal teams and clients to implement, maintain, and optimize client benefit administration sites while ensuring high-quality service delivery, timely issue resolution, and continuous process improvement.
WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Client Site Implementation and Maintenance- Manage and provide technical guidance through the implementation of new client websites.
- Continually update client sites as requirements change, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and open items from implementation question logs.
- Test client sites for quality assurance and track, monitor, and drive resolution of identified issues.
Client Collaboration and Deliverables- Partner with bswift teams (product management, development, call center) to meet client deliverables.
- Create, manage, and obtain client sign-off on Benefits Class Matrices, Requirements, Rates, Permissions, and Implementation Question Logs.
- Configure systems for annual benefit program changes and client acquisitions.
- Execute non-automated service delivery processes as required.
- Research and resolve client inquiries related to system and process issues.
- Train clients on system features and services through presentations and demonstrations.
System Testing and Functionality- Test new and existing system functionality to ensure accurate client system configuration.
- Conduct technical and product demonstrations for new or changing plans, site text updates, and release functionality changes.
Client Issue Resolution and Communication- Respond to client questions and concerns regarding bswift products with prompt, research-based solutions.
- Triage client tickets and questions within 24 hours, maintaining ownership from initial contact through resolution.
- Provide clear, professional, and proactive communication to clients throughout the issue resolution process.
Process Improvement and Team Collaboration- Drive continuous process improvements by maintaining a deep understanding of internal systems and workflows.
- Lead and create agendas for client meetings, as needed.
- Coach and mentor team members, sharing best practices, new ideas, and customer insights throughout all phases of the product life cycle.
Additional Responsibilities- Manage workflows for carrier and payroll feed setup and maintenance.
- Support sales and marketing activities as required.
- Lead special projects as assigned.
- Develop and implement fulfillment procedures.
WHAT YOU NEED TO SUCCEED (Required Education and Experience):- Bachelor's Degree or an equivalent combination of education and experience.
- 5+ years of direct client-facing experience and/or associate or analyst experience.
- 2+ years of project management experience.
- Experience working within benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs.
- Hands-on experience configuring a benefits administration platform, including plan setup, eligibility rules, rates, permissions, and overall site configuration.
- Solid technical background with the ability to understand and configure complex systems.
- Proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic functionality.
- Strong written and verbal communication skills, with the ability to effectively engage technical and non-technical audiences.
- Exceptional analytical and problem-solving skills with the ability to use data strategically.
- Demonstrated ability to work in a fast-paced, ambiguous environment while maintaining high-quality outcomes.
- High level of productivity, reliability, and attention to detail.
- Passion for teamwork, client service, and achieving business results through problem-solving.
NICE TO HAVE (Preferred Education and Experience):- Experience supporting HR technology or SaaS-based benefits administration platforms.
- Experience working in a professional services or client implementation environment.
OTHER DUTIESPlease note this 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.
Standard working hours: 8 AM - 5 PM Central Time unless otherwise stated.
In the spirit of pay transparency, we are excited to share the base salary range for this position is
$90,000-$100,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary will be determined based on factors such as geographic location, skills, education, and experience. We also believe in pay equity and consider internal team equity as part of any final offer. Please note, hiring at the maximum of the range is not typical to allow for continued salary growth. We also offer a generous compensation and benefits package!
