Discovery Implementation Manager

bswift

1d • $80,000 - $115,000 • Remote

About The Position

The Discovery Implementation Manager is responsible for the client onboarding experience for direct market Health and Welfare implementations, from the date of hire until requirements are finalized and client care is transitioned. The role gathers and documents client requirements, consults on best practices, identifies and coordinates solutions for unique requests, and is accountable for the quality and satisfaction of new-client onboarding.

The manager leads discovery activities, client meetings, and coordination with internal implementation teams. They manage timelines, expectations, project and staffing risks, and scope changes; advise clients on system and process changes; and work with product managers and developers on potential system enhancements. The position also contributes to improving client and broker satisfaction, supports sales and marketing efforts as needed, and coaches and mentors colleagues.

bswift describes its work environment as remote-first and office-friendly, collaborative, dynamic, inclusive, and supportive of professional growth. Standard working hours are 8 a.m.–5 p.m. Central Time unless otherwise stated. Travel may be required as needed.

Requirements

• Bachelor’s degree in business administration or a related field.
• At least 5 years of client relationship, consulting, and implementation experience.
• Current or previous experience with benefits and implementation processes and methods.
• Excellent written and verbal communication skills with internal, external, technical, and non-technical team members.
• Proven ability to develop and maintain strong relationships with clients and brokers.
• Strong customer service orientation.
• High productivity, reliability, responsibility, attendance, dependability, organization, accuracy, and thoroughness.
• Ability to work independently and as part of a team.
• Ability to make timely decisions in an ambiguous, fast-paced environment.
• Ability to quickly sort through complex subject matter.
• Strong problem-solving skills.
• Ability to take initiative, meet challenges resourcefully, and develop innovative approaches while maintaining quality.
• Advanced proficiency in MS Excel, including VLOOKUPs, pivot tables, and data summaries, and working knowledge of other MS Office products.
• Willingness to travel as needed.

Responsibilities

• Lead and project-manage discovery for Health and Welfare new-client implementations to achieve individual, team, and company goals.
• Lead clients and internal teams in defining and documenting requirements by reviewing legal plan documents, summary plan descriptions, and human resources materials.
• Identify and enter relevant plan administration information into requirements formats, including benefits class matrices, plan requirements, rates, permissions, field options, site text, demographic and benefit data import files, and vendor and payroll export files as required.
• Consult proactively with clients on best practices and act as a subject matter expert on system and process changes needed to achieve client goals.
• Research and recommend system enhancements based on client needs, and assist in developing enhancement specifications with bswift product managers and developers.
• Lead implementation kickoff, requirements-gathering, requirements-review, and other client meetings.
• Identify and mitigate project and staffing risks proactively, escalating issues when appropriate.
• Manage timelines with other bswift implementation staff and clients.
• Coordinate with internal teams to ensure requirements for all in-scope services are collected and finalized.
• Manage client expectations, anticipate issues, communicate turnaround times, and escalate scope or service changes.
• Stay current on industry trends and developments and recommend changes to the company’s client service approach as needed.
• Develop and implement strategies to improve client and broker satisfaction.
• Assist with sales and marketing efforts as needed.
• Coach and mentor others.

Benefits

• Comprehensive health, dental, and vision plans.
• Competitive compensation, with performance-based incentives for most roles.
• Remote-first, office-friendly work environment.
• Employer-sponsored retirement savings programs.
• Professional development opportunities, including training and career-growth resources.
• Supportive culture that encourages collaboration, open communication, and creative problem-solving.
• Employee wellbeing initiatives focused on mental health, financial planning, and wellness resources.
• Potential bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level