Service Delivery Manager

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

📋 Description

• Oversee and offer technical support during the implementation of new client websites.

• Modify client sites as necessary, including updates to benefit class matrices, requirements documentation, rates, permissions, field options, site text, and implementation question logs.

• Conduct quality assurance testing on client sites and facilitate the resolution of any identified issues.

• Collaborate with product management, development, and call center teams to fulfill client deliverables.

• Create, manage, and secure client approval on implementation deliverables.

• Configure systems to accommodate annual benefit program changes and client acquisitions.

• Carry out non-automated service delivery processes.

• Investigate and resolve inquiries related to client systems and processes.

• Provide training to clients through presentations and demonstrations.

• Assess system functionality and perform technical and product demonstrations.

• Address client tickets within 24 hours and ensure ownership until resolution.

• Lead process enhancements and conduct client meetings as required.

• Mentor and coach team members.

• Oversee the setup and maintenance of carrier and payroll feeds.

• Assist in sales and marketing initiatives, spearhead special projects, and develop fulfillment procedures.

⛳️ Requirements

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

• 5+ years of direct client-facing experience and/or experience as an associate or analyst.

• 2+ years of experience in project management.

• Background in benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs.

• Practical experience in configuring benefits administration platforms, encompassing plan setup, eligibility rules, rates, permissions, and site configuration.

• Strong technical foundation with the capability to configure complex systems.

• Proficiency in Microsoft Excel, including VLOOKUPs and Pivot Tables.

• Excellent written and verbal communication skills for both technical and non-technical audiences.

• Outstanding analytical and problem-solving abilities.

• Capability to thrive in a fast-paced, ambiguous environment while ensuring quality outcomes.

• High levels of productivity, reliability, and attention to detail.

• Orientation towards teamwork, client service, and business results.

• Preferred: experience in supporting HR technology or SaaS-based benefits administration platforms.

• Preferred: experience in professional services or client implementation settings.

🏝️ Benefits

• Health, dental, and vision insurance plans.

• Performance-based incentives.

• Remote-first, office-friendly work environment.

• Employer-sponsored retirement savings plans.

• Opportunities for career advancement through training and resources.

• Mental health, financial planning, and wellness support resources.

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

• Comprehensive compensation and benefits package.