Helping companies be ready for all their benefits needs, today and tomorrow.
Service Delivery Manager
Location
United States
Posted
3 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Service Delivery Manager
bswift
Role Description 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. What You Will Be Responsible For (Essential Functions) - Platform Implementation & Ongoing Delivery: - 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. - Client Support & Issue Resolution: - 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. - Testing & Quality Assurance: - 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. - Cross-Functional Collaboration: - 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. - Training & Client Enablement: - 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. - Data & File Management: - 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. - Continuous Improvement: - 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. - Leadership & Team Contribution: - 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. Qualifications - 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. Requirements - 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 Have (Preferred Education and Experience) - 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. 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.
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