Senior Manager, Service Delivery

About Our Client

The organization specializes in benefits administration, offering tailored, cloud-based technology and services to simplify the management of employee benefits. It serves thousands of companies and millions of employees nationwide, aiming to reduce administrative burdens and enable HR teams to focus on people-centered workplace initiatives. Established in 1996, the company operates both from a central office and remote locations across the country.

About the Opportunity

The Senior Manager, Service Delivery is a senior individual contributor role focused on delivering high-quality client implementations and ongoing service excellence. This position acts as a strategic and operational partner to clients, managing complex configurations and service delivery tasks, and leading continuous improvements in processes and client outcomes. The role is pivotal in maintaining strong client relationships and ensuring client satisfaction without direct people management responsibilities.

Responsibilities

• Maintain accountability and professionalism in client and internal interactions.
• Develop and sustain strategic and operational relationships with assigned clients.
• Serve as primary contact for complex client needs, ensuring timely resolution.
• Lead client meetings to drive alignment and satisfaction.
• Advise clients on best practices and recommend improvements.
• Lead quarterly stewardship and recurring client engagements.
• Collect and document client requirements and manage implementation details.
• Configure benefits administration systems for implementations and changes.
• Manage non-automated service delivery processes per client contracts.
• Research and resolve complex system and process-related inquiries.
• CookyHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
• CookyHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
• CookyHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

Requirements

• Bachelor’s degree or equivalent education and experience.
• Minimum 6 years in benefits administration and direct client service.
• Experience with benefits administration platforms, HRIS, or related technology services.
• At least 3 years project management experience with complex client initiatives.
• Strong technical aptitude for managing complex system configurations.
• Advanced Microsoft Excel skills including VLOOKUPs and Pivot Tables.
• Excellent written and verbal communication skills.
• Effective project and stakeholder management skills.
• Strong analytical and strategic thinking abilities.
• Ability to make sound decisions in fast-paced, ambiguous situations.
• High organization, accountability, accuracy, and attention to detail.
• Commitment to client service and teamwork.
• Ability to manage multiple priorities and adapt in dynamic environments.
• Willingness to travel up to 10 percent.

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.