Senior Manager, Service Delivery

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

📋 Description

• The Senior Service Delivery Consultant acts as a senior-level individual contributor tasked with delivering exceptional client implementations and ensuring ongoing service excellence.

• This position functions as both a strategic and operational partner for clients, taking ownership of complex configuration and service delivery tasks while fostering continuous improvement across processes, systems, and client outcomes without direct management responsibilities.

• Display a high level of accountability, service excellence, and professionalism in all interactions with clients and internal teams.

• Establish and nurture robust strategic and operational relationships with assigned clients.

• Serve as the main point of contact for intricate client requirements, guaranteeing prompt issue resolution and outstanding customer service.

• Facilitate regular client meetings to ensure alignment, track progress, and enhance satisfaction.

• Provide proactive consultations to clients regarding best practices and suggest system and process improvements throughout the year, especially during open enrollment.

• Conduct quarterly stewardship meetings and other recurring client interactions.

• Collaborate with clients to collect, document, and secure approval for Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs.

• Configure the benefits administration system to accommodate new implementations, annual program changes, acquisitions, and enhancements.

• Execute and supervise system testing to confirm accurate configuration and readiness for production.

• Ensure the implementation of non-automated service delivery processes in accordance with contractual obligations and client specifications.

• Investigate, troubleshoot, and resolve complex client inquiries related to systems and processes.

• Coordinate across functions with Product Management, Development, Call Center, and internal service teams to achieve client deliverables.

• Collaborate with Product and Development teams to identify, recommend, and support system enhancements based on client needs and feedback.

• Promote operational efficiency and quality through process improvement initiatives and compliance with standard operating procedures.

• Contribute to sales, renewal, and strategic initiatives, including client presentations and opportunities for growth.

• Advise clients on additional bswift products and services to enhance value and strengthen partnerships.

• Lead or assist with special projects as assigned.

• Serve as a subject matter expert within the Client Services division.

• Offer informal guidance, peer support, and knowledge sharing to junior team members.

• Aid in the creation of documentation, training materials, and best practices to enhance overall service delivery quality.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• Over 6 years of experience in benefits administration and direct client service.

• Demonstrated experience within a benefits administration platform, HRIS, or benefits/technology-enabled services environment.

• More than 3 years of project management experience supporting complex client initiatives.

• Strong technical aptitude with a proven ability to manage complex system configurations independently.

• Advanced proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and essential formulas.

• Excellent written and verbal communication skills, capable of engaging both technical and non-technical stakeholders.

• Strong project management and stakeholder management abilities, with a knack for influencing without authority.

• Strong analytical and strategic thinking skills, with the capability to leverage data for informed decision-making.

• Proven ability to make sound decisions in a fast-paced, ambiguous environment.

• High level of organization, accountability, accuracy, and attention to detail.

• Strong dedication to client service, teamwork, and achieving measurable business outcomes.

• Ability to juggle multiple priorities and adapt in a dynamic environment.

🏝️ Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.

• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.

• Remote first, Office friendly environment! No time to commute? No problem!

• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.

• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.

• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.

• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.