Service Delivery Manager

bswift

8d • Hybrid

About The Position

bswift is a leading benefits administration company that specializes in delivering innovative, personalized solutions to help employers and their employees navigate the complexities of health and benefits decisions. Through Evive, our personalization and engagement platform, we provide tailored, data-driven member experiences that improve engagement, understanding, and outcomes across the benefits lifecycle. We are seeking a Service Delivery Manager – Evive to support our clients and ensure exceptional delivery of this platform.

The Service Delivery Manager – Evive is responsible for delivering an exceptional client experience by supporting employers and their members on Evive’s personalization-focused SaaS platform. This role blends client relationship management, platform configuration, data analysis, and cross-functional collaboration to ensure each client’s Evive environment is accurate, optimized, and effective.

Evive is a post-election engagement platform, and this role requires a strong understanding of client benefit structures, demographic and eligibility data, and health engagement strategies to deliver curated, member-level experiences that drive engagement and value.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 5+ years of direct client-facing experience in benefits administration, digital health engagement, or HR technology.
• 2+ years of experience managing projects or implementations in a SaaS environment.
• Strong technical aptitude with comfort navigating personalization engines, eligibility files, and data-driven systems.
• Advanced proficiency in Microsoft Excel, including VLOOKUPs, PivotTables, and data validation.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for both technical and non-technical audiences.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Highly organized, detail-oriented, and reliable, with strong follow-through.
• Ability to work effectively in a fast-paced, evolving, and sometimes ambiguous environment.
• Collaborative team player with a passion for customer success and operational excellence.

Nice To Haves

• Experience with personalization platforms, rules engines, or member engagement technologies.
• Prior experience supporting health benefits, wellness, or digital health solutions.
• Experience mentoring or guiding junior team members.

Responsibilities

• Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup.
• Configure Evive settings to align with client-specific benefit programs, demographics, eligibility rules, communication logic, and personalized journey triggers.
• Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies change.
• Ensure consistent delivery of Evive personalization features, including journey pathways, nudges, recommendations, and outreach communications.
• Serve as the primary day-to-day point of contact for clients using the Evive platform.
• Respond to client questions and incidents in a timely and accurate manner.
• Research and resolve inquiries related to eligibility data, personalization logic, health journey outputs, and data file discrepancies.
• Own issues and tickets from intake through resolution, coordinating with product, engineering, or data teams as needed.
• Test client-specific Evive configurations, including data mapping, demographic ingestion, benefit-based logic, personalization triggers, and communication workflows.
• Validate new or updated functionality to ensure accuracy prior to client launch or new plan year cycles.
• Partner with product management, engineering, data operations, and call center teams to support successful deployments and smooth onboarding.
• Ensure accurate eligibility and event data processing.
• Provide actionable client feedback to product teams to influence future platform enhancements.
• Prepare and deliver product demonstrations, platform walkthroughs, new feature training, and open enrollment updates.
• Educate client administrators on best practices for using the Evive portal, dashboards, reporting, and engagement tools.
• Manage workflows associated with carrier feeds, eligibility files, demographic updates, and other inbound data sources.
• Partner with integrated support teams to validate data and track issue resolution.
• Identify opportunities to improve service efficiency, reduce manual effort, and enhance the client and member experience.
• Recommend process improvements based on recurring issues or observed platform behavior.
• Maintain deep knowledge of Evive’s platform capabilities, rules engine, reporting, and engagement strategies.
• Mentor junior team members or analysts supporting Evive client operations.
• Lead or contribute to client meetings, status calls, and strategic planning discussions.
• Support pre-sales solutioning discussions or product demonstrations as needed.

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. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

What This Job Offers

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