Service Delivery Manager

Service Delivery Manager

This role sits at the intersection of client success, SaaS platform delivery, and benefits data operations, ensuring that large-scale employer clients receive a seamless, high-quality digital experience. You will be responsible for managing the end-to-end delivery of a personalization-driven engagement platform that helps employees better understand and use their benefits. The position blends technical configuration, data validation, and client relationship management within a fast-paced, high-impact environment. You will serve as a key point of contact for clients, ensuring their systems are accurately configured, optimized, and continuously improved. Working cross-functionally with product, engineering, and data teams, you will help translate client needs into scalable platform solutions. This is a highly collaborative role requiring both analytical precision and strong customer-facing communication skills.

Accountabilities:

• Lead client onboarding and platform implementation, including requirements gathering, data intake, configuration, and deployment of personalized engagement journeys.
• Configure and maintain client environments, ensuring accuracy of eligibility rules, benefits data, demographic inputs, and communication logic.
• Serve as the primary client contact for day-to-day support, issue resolution, and escalation management across the platform lifecycle.
• Perform testing and quality assurance of data flows, personalization rules, and system configurations before launches and renewals.
• Collaborate with product, engineering, and data operations teams to resolve issues, enhance platform capabilities, and improve client outcomes.
• Manage inbound data processes such as eligibility files, carrier feeds, and demographic updates to ensure data integrity.
• Deliver client training, platform demonstrations, and enablement sessions to maximize adoption and engagement.
• Identify process improvements and contribute to continuous optimization of service delivery and client experience.

Requirements:

• 5+ years of client-facing experience in benefits administration, HR technology, digital health, or SaaS environments.
• 2+ years of experience managing implementations, onboarding projects, or service delivery processes in a SaaS-based platform.
• Strong technical aptitude with experience working with eligibility files, demographic data, rules engines, or personalization systems.
• Advanced Excel skills including data analysis tools such as PivotTables, VLOOKUP, and data validation.
• Excellent communication skills with the ability to translate technical concepts for both technical and non-technical audiences.
• Strong analytical mindset with attention to detail and the ability to resolve complex data or system issues.
• Highly organized, proactive, and comfortable working in fast-paced, evolving environments.
• Collaborative team player with a strong focus on customer success and continuous improvement.

Benefits:

• Competitive salary aligned with experience and market benchmarks, with potential performance-based incentives.
• Comprehensive medical, dental, and vision insurance coverage.
• Remote-first work environment with flexible work arrangements.
• Retirement savings plan with employer contributions.
• Paid time off including flexible PTO and company holidays.
• Paid parental leave supporting both birthing and non-birthing parents.
• Access to mental health and employee assistance programs.
• Professional development opportunities, including training and career growth support.
• Additional optional benefits such as disability, legal, accident, critical illness, and pet insurance coverage.