Implementation Project Manager- Hypercare

Want to be a bswifter? At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! The Hypercare Manager is directly responsible for helping bswift meet and exceed client expectations by supporting customers on our best-in-class HR software and services. The Hypercare Manager is responsible for managing internal stakeholder relationships and ensuring a smooth transition from the implementation phase to the ongoing administration of benefit administration services. Your primary goal will be to ensure operational excellence across all internal stakeholder teams in the transfer of knowledge during the final phase of an implementation, and to ensure the highest quality of client support post go-live.

The title/level of this role will be dependent on experience. Fundamental Components: Accountable and responsible for the transition from implementation to ongoing administration for new client installations on the bswift platform, inclusive of go-live activities, events-in-transition activities, and post go-live hypercare activities. Manage timelines to ensure smooth and efficient internal operations among teams while keeping executive leadership updated on governance and execution during the final phase of an implementation. Proactively identify and mitigate project risks, escalating when appropriate and communicating turnaround times with reasonable delivery dates. Lead key internal meetings, including Transition to Ongoing kick-off and knowledge transfer and training meetings, status meetings, and other meetings as needed during the implementation, transition to ongoing, and hypercare period. Ensure all required documentation (ongoing processing guide, requirements documents, demographic mappers, service center call guide and FAQs, system test plans, etc. ) is completed by implementation team and understood/accepted by receiving teams. Manage timelines and hold all internal stakeholder teams accountable for the successful completion of key milestones, across implementation staff, ongoing client services staff, service center staff, and center of excellence staff. Monitor client health post go-live and create feedback loop from ongoing administration team back to implementation and sales teams to ensure all teams are reviewing lessons learned and continuously improving all discovery and implementation phases as a result. Keep up to date with industry trends and developments and make recommendations for changes to the company’s client service approach as needed.