Service Delivery Manager

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.