Implementation Project Manager- Hypercare

As an Implementation Project Manager – Hypercare, you will oversee the critical transition from software implementation to ongoing benefits administration.
You will ensure new client implementations move smoothly through go-live and post-launch support, maintaining high standards of service and operational excellence.
Working across multidisciplinary teams, you will coordinate timelines, manage stakeholder expectations, and ensure seamless knowledge transfer.
You will proactively identify risks, resolve challenges, and keep leadership informed of progress, milestones, and potential roadblocks.
By monitoring client health and gathering feedback, you will help strengthen implementation processes and improve the overall customer experience.
This remote opportunity is ideal for a proactive project management professional who thrives in a collaborative, technology-driven environment.
You will have the opportunity to make a measurable impact on client satisfaction while helping organizations deliver effective employee benefits experiences.

• Manage implementation transitions: Oversee the transition of new client implementations to ongoing benefits administration, including go-live activities, transition events, and post-launch hypercare support.

• Coordinate project timelines and milestones: Develop and manage schedules to ensure timely execution, effective knowledge transfer, and smooth collaboration among implementation, client services, service center, and center of excellence teams.

• Manage stakeholder relationships: Build strong working relationships across internal teams, maintain alignment on priorities, and provide executive leadership with regular updates on project governance, progress, and execution.

• Identify and mitigate risks: Proactively identify implementation and transition risks, resolve operational challenges, escalate issues when necessary, and communicate realistic turnaround times and delivery expectations.

• Lead meetings and knowledge transfer: Facilitate transition kick-off sessions, training and knowledge transfer meetings, project status reviews, and other discussions required to support a successful handover.

• Ensure documentation readiness: Confirm that all essential implementation documentation is complete, accurate, and understood by receiving teams. Materials may include ongoing processing guides, requirements documents, demographic mapping files, service center call guides, FAQs, and system test plans.

• Maintain accountability across teams: Monitor progress against key deliverables and ensure relevant stakeholders fulfill their responsibilities throughout implementation, transition, and hypercare.

• Monitor client health and service quality: Evaluate post-launch client performance, identify emerging concerns, and help ensure a high-quality customer support experience following go-live.

• Drive continuous improvement: Establish feedback loops between ongoing administration, implementation, and sales teams to capture lessons learned and improve future discovery, implementation, and transition processes.

• Stay informed on industry developments: Track benefits administration trends and emerging practices, recommending improvements to client service strategies and operational procedures where appropriate.

• Education: Bachelor's degree in business administration or a related field.

• Relevant experience: At least five years of experience in project management, implementation, and/or client relationship management within the benefits administration industry.

• Project management expertise: Demonstrated ability to coordinate complex projects, manage timelines and deliverables, oversee transitions, and maintain accountability across multiple stakeholder groups.

• Benefits administration knowledge: Familiarity with benefits administration operations, implementation workflows, client service processes, and the challenges associated with transitioning new clients into ongoing service delivery.

• Communication skills: Excellent written and verbal communication skills, with the ability to communicate effectively with internal and external stakeholders, including both technical and non-technical audiences.

• Stakeholder management: Strong interpersonal skills and the ability to build productive relationships, facilitate meetings, align cross-functional teams, and communicate project status clearly to leadership.

• Problem-solving and risk management: Strong analytical and problem-solving abilities, with the judgment to anticipate challenges, identify practical solutions, and escalate issues appropriately.

• Organization and attention to detail: Exceptional organizational skills, accuracy, thoroughness, reliability, and the ability to manage competing priorities while maintaining high-quality standards.

• Initiative and accountability: A proactive, resourceful mindset with the ability to work independently, take ownership of deliverables, and introduce innovative approaches to overcome challenges.

• Teamwork and adaptability: The ability to collaborate effectively across departments, adapt to changing project requirements, and maintain productivity in a fast-paced environment.

• Working hours: Availability to work standard business hours of 8:00 a.m. to 5:00 p.m. Central Time, unless otherwise specified.