Senior Service Delivery Specialist - Readiness, Marlboro/Chelmsford, MA or

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. Working cross-functionally with Operations, Training, Communications, Technology, and Experience partners, the role ensures readiness materials, messaging, and enablement are accurate, aligned, and delivered in a way that supports effective adoption. Through structured planning, insight, and influence without authority, this role drives reliable execution and readiness outcomes across service delivery channels.

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.
• Coordinate 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.

Typical Scope

• Applies best practices and knowledge of internal/external business challenges to improve products, processes, or services.
• Is accountable for small projects or programs with manageable risks and resource requirements.
• Resolves difficult and complex problems using judgment and analysis; contributes to problem solving in collaborative settings.
• Interprets policies and adapts them to new situations.
• Demonstrates judgment in selecting methods to solve problems that have cross-functional impacts or require balancing competing priorities.
• Applies advanced knowledge of job area with experienced understanding of functional area.
• Typically receives little instruction on daily work. Works independently within defined specialties; adapts methods and procedures for routine work with minimal oversight.
• Accountable for deliverables. May mentor others and coach or review their work.

Requirements

Required Education: Bachelor's degree in a field relevant to the role (or 4 additional years of relevant experience in lieu of a degree).

Required Experience: 4 - 6 years of relevant experience.

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.
• Proven capability to manage 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.

Location

Marlboro/Chelmsford, MA or Hillsboro, OR, Hybrid

Pay

$83,000 - $99,500 / year

Schedule

Monday - Friday, 8 AM - 5 PM (40 hours)

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: Accrue up to 15 days in your first year. In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually.
• Paid federal holidays.
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).