Service Delivery Manager

Summary

Join bswift as a Service Delivery Manager and play a key role in exceeding client expectations by supporting consumers on our best-in-class software and services. You will manage client site implementation and maintenance, collaborate with internal teams to meet client deliverables, conduct system testing, and resolve client issues. This position requires strong technical skills, excellent communication, and proven project management experience. The ideal candidate will have a passion for teamwork, client service, and problem-solving. bswift offers a fun, flexible, and creative work environment with ample opportunities for professional growth and a comprehensive benefits package.

Requirements

• 5+ years of direct client and/or associate/analyst experience
• 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