[Hiring] Delivery Manager III @Deloitte

Role Description

As a Paid Family and Medical Leave SME, you will be responsible for:

• Business, policy, and technology expertise across Paid Family and Medical Leave (PFML), Unemployment Insurance (UI), and Salesforce-based case management solutions.
• Translating program requirements, legislation, operational policies, and stakeholder needs into effective system functionality, workflows, integrations, and user experiences.
• Supporting the full delivery lifecycle, including requirements development, solution design, configuration, testing, implementation, production support, and continuous improvement.

Key Responsibilities:

• Serve as the primary subject matter expert for PFML program operations, eligibility, claims, benefits, leave types, wage and employment data, documentation, appeals, overpayments, and case resolution.
• Apply knowledge of UI programs and related workforce systems to identify shared processes, data requirements, integration opportunities, and operational dependencies.
• Analyze PFML and UI statutes, regulations, policies, procedures, and policy changes and translate them into business rules and system requirements.
• Define claimant, employer, provider, agency, and caseworker journeys across intake, adjudication, correspondence, payment, reconsideration, and appeal processes.
• Lead requirements workshops and develop process flows, user stories, acceptance criteria, decision tables, use cases, and requirements traceability.
• Advise on Salesforce solution design, including objects, data relationships, case management, workflows, queues, business rules, Omni-Channel routing, notifications, reporting, and security.
• Support configuration and enhancement of Salesforce Service Cloud, Experience Cloud, or related Salesforce capabilities.
• Evaluate impacts of Salesforce releases, package updates, integrations, and platform changes on PFML operations.
• Design and validate integrations with identity, wage, payment, document management, correspondence, UI, employer, provider, and other state systems.
• Ensure case management workflows appropriately support automation, manual review, escalations, exceptions, service levels, and auditability.
• Define data quality, validation, reconciliation, retention, privacy, and reporting requirements for sensitive claimant, wage, financial, and medical information.
• Support test planning and execution, including functional, integration, regression, end-to-end, user acceptance, accessibility, performance, and production validation testing.
• Validate benefit calculations, eligibility determinations, leave periods, notices, payment outcomes, and case status transitions.
• Participate in defect triage, root-cause analysis, production issue resolution, and corrective-action planning.
• Support release planning, go-live readiness, deployment validation, rollback planning, and post-implementation reviews.
• Develop training materials, job aids, standard operating procedures, knowledge articles, and stakeholder communications.

Qualifications

• 2+ years of experience working on a Paid Family Medical Leave program
• 2+ years of experience using Salesforce
• 5+ years of experience designing complex benefits systems
• 5+ years of experience in client facing consulting roles
• Experience working with remote delivery teams
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Requirements

• Government consulting experience
• Excellent written and verbal communication skills

Benefits

• Broad range of benefits offered to employees.