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.

• Revise client sites, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and implementation question logs.

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

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

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

• Set up systems for annual benefit program modifications and client acquisitions.

• Implement non-automated service delivery processes.

• Investigate and address client system and process inquiries.

• Provide training to clients through presentations and demonstrations.

• Assess system functionality and carry out technical and product demonstrations.

• Triage client tickets within 24 hours and take ownership of issues until resolved.

• Maintain proactive communication with clients throughout the issue resolution process.

• Foster process improvements by understanding internal systems and workflows.

• Lead client meetings and prepare agendas as necessary.

• Coach and mentor team members.

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

• Assist with sales and marketing initiatives.

• Spearhead special projects.

• Develop and implement fulfillment procedures.

⛳️ Requirements

• Bachelor’s Degree or a comparable blend of education and experience.

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

• 2+ years of project management experience.

• Familiarity with benefits administration, including knowledge of benefit plans, eligibility criteria, enrollment procedures, and client benefit programs.

• Practical experience in configuring a benefits administration platform, covering plan setup, eligibility criteria, rates, permissions, and overall site configuration.

• Strong technical background with the capacity to understand and configure complex systems.

• Proficient in Microsoft Excel, encompassing VLOOKUPs, Pivot Tables, and basic functionalities.

• Excellent written and verbal communication abilities.

• Outstanding analytical and problem-solving skills.

• Capability to thrive in a fast-paced, ambiguous environment while delivering high-quality results.

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

• Focus on teamwork, client service, and achieving business results.

• Standard working hours are 8 AM–5 PM Central Time unless otherwise specified.

🏝️ Benefits

• Health, dental, and vision insurance plans.

• Performance-based incentives.

• Remote-first, office-friendly work options.

• Employer-sponsored retirement savings plans.

• Opportunities for career advancement through training and resources.

• Culture of collaboration, open communication, and creative problem-solving.

• Resources for mental health, financial planning, and wellness.

• Flexible and innovative work environment.

• Opportunities for professional and personal growth.