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Director, Service Delivery



Software Engineering
Remote, OR, USA · United States
Posted on Thursday, September 7, 2023

We’re looking for motivated and goal-driven team members who can do what it takes to make a company great. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you have the bswift values of higher standards, greater accountability and more fun, we want to hear from you!

The primary objective of the Client Services Service Delivery Leader position is to work directly with clients to learn their goals and establish how the bswift can meet them. This role will also own a book of business of clients representing approximately $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR). And lead a team of bswifters to support their clients needs and create/keep raving fans of bswift!

Specific responsibilities include the following:
- Own a book of business of clients representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR).
- Directly manage client relationship(s); ensure delivery quality and timeliness
- Own project plans, governance & stewardships for our clients
- Organize regular client meetings to ensure excellent customer service
- Responsible for contractual compliance and managing financials
- Hire and equip great people that reflect our core values; Higher Standards, Greater Accountability, & More Fun
- Forecast and manage staffing levels and associated expenses
- People management, career development coaching
- Provide day to day guidance to the service delivery team
- Assist in product strategy rollout of new technology and services to our clients
- Drive efficiency through standard operating procedures (creation, refinements, and adherence) and through automation and challenging the status quo
- Coordinate business strategy with bswift's leadership team: call center, COBRA/FSA, billing team, Product Management, additional COE Sharded Operations groups, and IT team as needed.
- Assist in sales and marketing efforts as needed
- Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners

Qualifications/Experience/Skills/Other Requirements:
- 12+ years of client relationship and/or benefit implementation experience
- Significant health & welfare client relationship management experience to help consult clients and work through new benefit strategies
- Detailed knowledge of employee benefits and related technology solutions
- A leadership style that reflects and reinforces bswift core values; Higher Standards, Greater Accountability, More Fun
- Strong people management skills; and ability to interact with all levels of a client's organization
- Strong customer service orientation to maintain high NPS score for book of business
- Excellent verbal and written communication skills to be able to communicate with all levels of an organization from C suite to benefits manager
- Ability to assist and equip others to efficiently solve complex problems
- Strong organizational skills are required including multi-tasking and working in a changing environment
- Willingness to travel as needed (up to 10%)
- Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $120,000-$145,000 exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 15%. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!

At bswift, our values are Higher Standards, Greater Accountability and More Fun. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.

bswift was named one of Chicago’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.

We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

If you have what it takes to join our award-winning culture, we’d love to hear from you!