Service Delivery Manager
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Delivery Manager in the United States.
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.
- 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.
- 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.