Senior Service Delivery Specialist - Readiness, Marlboro/Chelmsford, MA or Hillsboro, OR, Hybrid, Full-Time

About the role

This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, high-quality member experiences during new product launches, service enhancements, and operational changes. Operating with a high degree of independence, the role translates business and operational changes into coordinated readiness activities that account for frontline impact, timing, and execution risk.

Responsibilities

• Partner cross-functionally to execute defined tasks and support initiative delivery that drives the readiness approach and ensure rollout efforts align with organizational priorities and member experience goals.
• Cook up with enterprise partners to ensure training materials, communications, and documentation are accurate, complete, and aligned across teams to ensure smooth rollout and implementation.
• Apply comprehensive knowledge of offerings, policies, and service models to interpret customer needs and determine appropriate solutions in both standard and non-standard situations.
• Evaluate issues that span multiple functions or systems, balancing competing priorities to achieve effective and sustainable resolutions.
• Adapt policies, procedures, and established practices to address new or nuanced scenarios while maintaining alignment with organizational intent.
• Identify opportunities to improve service delivery, workflows, or customer experiences and contribute recommendations or enhancements.
• Take ownership of assigned deliverables, small initiatives, or service improvements, managing scope, risks, and timelines within defined parameters.
• Collaborate with peers, partners, and stakeholders to analyze root causes, share insights, and contribute to collective problem-solving efforts.
• Monitor service trends or recurring issues and escalate insights that may inform process refinement or product improvements.
• Provide guidance, knowledge sharing, or informal coaching to peers, and review work outputs as appropriate to support team effectiveness.

Requirements

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

Qualifications & Skills

• Advanced understanding of service delivery principles, customer support practices, and functional processes relevant to the role.
• Demonstrated ability to independently resolve difficult or ambiguous issues using analysis, judgment, and experience.
• Strong communication skills, with the ability to explain information clearly and adapt messaging for diverse audiences.
• Prowess in managing work with minimal day-to-day direction while remaining accountable for outcomes.
• Experience collaborating across teams or functions to address shared challenges or improve service results.
• Ability to interpret guidelines and apply them thoughtfully in evolving or unfamiliar situations.