[Hiring] Service Delivery Manager @bswift

Role Description

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

• 5+ years of direct client experience supporting a benefits administration platform
• Hands-on configuration experience with the bswift platform
• 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

Benefits

• 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