Director, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of clients generating between $5,000,000 to $8,000,000+ in annual recurring revenue.

• Directly oversee client relationships to ensure the quality, timeliness, and satisfaction of services delivered.

• Take charge of client project plans, governance frameworks, and stewardship initiatives.

• Organize and facilitate regular meetings with clients.

• Ensure compliance with contracts and manage client financials, renewals, and revenue stewardship.

• Provide expert advice on bswift products, services, and enhancements to clients.

• Directly supervise, mentor, and develop service delivery professionals.

• Recruit, nurture, and retain talented team members.

• Offer performance evaluations, people management, and coaching for career development.

• Deliver daily guidance and support to the service delivery team.

• Cultivate a team culture that is high-performing, accountable, and collaborative.

• Forecast and manage staffing requirements and related expenses.

• Create, enhance, and enforce standard operating procedures.

• Advocate for automation and ongoing improvements.

• Assist in the deployment of new technologies and services in collaboration with Product and Technology teams.

• Coordinate strategies and execution with leadership and cross-functional partners.

• Support client renewals, expansions, and growth initiatives.

• Exemplify and reinforce bswift’s core values.

⛳️ Requirements

• A 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 in a benefits administration or HR technology setting.

• A minimum of 8 years of direct experience managing client relationships in benefits administration.

• Extensive experience in health & welfare client relationship management, including consulting on new benefit strategies.

• Proven track record of leading and managing client renewals.

• At least 5 years of experience in people management, including direct leadership, coaching, and team development.

• In-depth knowledge of employee benefits and benefits administration technology solutions.

• Leadership approach that reflects and reinforces bswift’s core values.

• Strong skills in people management.

• Exceptional customer service orientation with a focus on achieving high Net Promoter Scores (NPS).

• Excellent verbal and written communication skills.

• Capability to empower others to effectively resolve complex challenges.

• Strong organizational and multitasking abilities in a fast-paced, dynamic environment.

• Willingness to travel as required, up to 10%.

🏝️ Benefits

• Comprehensive health benefits, including medical, dental, and vision plans.

• Performance-based incentives available for most roles.

• A remote-first, office-friendly work environment.

• Employer-sponsored retirement savings programs.

• Opportunities for professional development, including training and career resources.

• A supportive culture that encourages collaboration, open communication, and innovative problem-solving.

• Employee wellbeing initiatives focused on mental health, financial planning, and wellness resources.

• A flexible and creative working environment.

• Specific benefits may vary by position and are subject to change.