Manager, Implementations

The Manager, Implementation is a manager and leader on the Implementation team, accountable for managing and developing Analysts while ensuring bswift meets and exceeds client expectations. This role partners closely with clients and internal teams to deliver best‑in‑class benefits administration software and services, promotes an engaging work environment, and drives strong business outcomes through leadership, problem solving, and collaboration.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as a bswift technical and subject matter expert in key client meetings, including implementation status meetings.
• Manage client expectations by anticipating potential issues and communicating realistic turnaround times and delivery dates.
• Proactively consult with clients on best practices, system configuration, and process changes needed to achieve client goals.
• Research and recommend system enhancements based on client needs and assist Product Managers and Developers with development specifications.
• Partner cross‑functionally to ensure all services are delivered in a timely and effective manner.
• Stay current on industry trends and recommend updates to bswift’s client service approach.
• Proactively identify implementation risks and escalate to the Implementation Lead.
• Own multiple areas of implementation, including:
• System configuration, testing, and auditing
• COBRA and Direct Bill setup management
• Client communications
• Vendor integrations
• Data conversion
• Payroll coordination
• Coach Implementation Analysts on deliverables and quality standards.
• Research, resolve, and respond to client inquiries related to system or process gaps.

• Manage, coach, and lead a team of Analysts and Project Specialists to achieve individual, team, and company goals.
• Identify and guide training activities to support development across the client services team.
• Provide timely feedback, coaching, and guidance to support professional growth.
• Facilitate feedback processes and recommend compensation and bonus changes.
• Support team members in setting personal goals aligned with company objectives.
• Deliver annual performance assessments.
• Lead and implement tactical initiatives to improve productivity, client and consumer satisfaction, and internal processes.

• Bachelor’s degree in Business Administration or a related field.
• 5+ years of client relationship, consulting, and implementation experience.
• Current or prior experience with benefits administration and implementation processes.
• Excellent written and verbal communication skills with both technical and non‑technical audiences.
• Proven ability to build and maintain strong relationships with clients and brokers.
• Strong customer service orientation and attention to detail.
• Demonstrated people management and leadership skills aligned with bswift’s core values.
• Ability to work independently and collaboratively in a fast‑paced, ambiguous environment.
• Strong problem‑solving and analytical skills, with the ability to coach others through complex challenges.
• Advanced proficiency in Microsoft Excel (e.g., VLOOKUPs, pivot tables, data summaries) and working knowledge of other Microsoft Office tools.
• Willingness to travel as needed.

• Prior experience leading large‑scale benefits administration implementations.
• Experience working with multiple vendor integrations and complex payroll environments.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required for this job. Duties, responsibilities, and activities may change at any time with or without notice.