Service Delivery Manager

bswift

1d • Remote

About The Position

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.

Requirements

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.

What This Job Offers

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