Manager, Service Delivery

Summary:

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.

Responsibilities:

Client Site Implementation and Maintenance

• Manage and provide technical guidance through the implementation of new client websites.
• Continually update sites as requirements change, including:
• Benefit class matrix
• Requirements document
• Rates, permissions, and field options
• Site text and resolution of open items on the questions log
• Test client sites for quality assurance and track/monitor resolution of issues.

Client Collaboration and Deliverables

• Partner with bswift teams (product management, development, call center) to meet client deliverables:
• Create and obtain sign-off on Benefits Class Matrix, Requirements, Rates, Permissions, and Implementation Questions Log.
• Configure systems for annual benefit program changes or 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 demos.

System Testing and Functionality

• Test new and existing system functionality to ensure accurate client system configuration.
• Conduct technical and product demonstrations for new/changing plans, site text updates, and release functionality changes.

Client Issue Resolution and Communication

• Respond to client questions and concerns about bswift products with prompt, research-based solutions.
• Triage client tickets and questions within 24 hours, maintaining ownership from initial contact to resolution.
• Provide clear and professional updates to clients throughout the process.

Process Improvement and Team Collaboration

• Drive continuous process improvements by maintaining a deep understanding of internal systems.
• Lead and create agendas for client meetings, as needed.
• Coach and mentor team members, sharing 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.

Qualifications

Experience and Skills

• 5 years of direct client and/or associate/analyst experience preferred.
• 2 years of project management experience.
• Solid technical background.
• Proficiency in Excel (VLOOKUP, Pivot Tables, Basic Functionality).
• Strong written/verbal communication skills, with the ability to engage technical and non-technical personnel effectively.
• Exceptional analytical skills and 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.

Education

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

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member's unique contributions.

• Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness.

• Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives.

• Flexible Work Environment: Remote-first, office-friendly options.

• Retirement Savings Plans: Employer-sponsored programs for financial security.

• Professional Development: Career growth opportunities through training and resources.

• Supportive Culture: Collaboration, open communication, and creative problem-solving.

• Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.

At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of a team making a meaningful difference in the lives of our clients and their employees.

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 $XX.00-$XX.00, 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!