[Hiring] Hypercare Manager @bswift

Role Description

The Hypercare Manager is directly responsible for helping bswift meet and exceed client expectations by supporting customers on our best-in-class HR software and services. The Hypercare Manager is responsible for managing internal stakeholder relationships and ensuring a smooth transition from the implementation phase to the ongoing administration of benefit administration services. Your primary goal will be to ensure operational excellence across all internal stakeholder teams in the transfer of knowledge during the final phase of an implementation, and to ensure the highest quality of client support post go-live. The title/level of this role will be dependent on experience.

• Accountable and responsible for the transition from implementation to ongoing administration for new client installations on the bswift platform, inclusive of go-live activities, events-in-transition activities, and post go-live hypercare activities.
• Manage timelines to ensure smooth and efficient internal operations among teams while keeping executive leadership updated on governance and execution during the final phase of an implementation.
• Proactively identify and mitigate project risks, escalating when appropriate and communicating turnaround times with reasonable delivery dates.
• Lead key internal meetings, including Transition to Ongoing kick-off and knowledge transfer and training meetings, status meetings, and other meetings as needed during the implementation, transition to ongoing, and hypercare period.
• Ensure all required documentation (ongoing processing guide, requirements documents, demographic mappers, service center call guide and FAQs, system test plans, etc.) is completed by implementation team and understood/accepted by receiving teams.
• Manage timelines and hold all internal stakeholder teams accountable for the successful completion of key milestones, across implementation staff, ongoing client services staff, service center staff, and center of excellence staff.
• Monitor client health post go-live and create feedback loop from ongoing administration team back to implementation and sales teams to ensure all teams are reviewing lessons learned and continuously improving all discovery and implementation phases as a result.
• Keep up to date with industry trends and developments and make recommendations for changes to the company’s client service approach as needed.

Qualifications

• Bachelor's degree in business administration or related field.
• 5+ years of project management, implementation, and/or client relationship management experience, within the benefits administration space is required.
• Excellent communication skills, both written and verbal with internal, external, technical, and non-technical team members.
• Ability to work independently as well as part of a team.
• Strong problem-solving skills.
• High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness.
• Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality.

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!
• 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.
• Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement.