Implementation Project Manager- Hypercare

The Hypercare Manager is directly responsible for helping bswift meet and exceed client expectations by supporting customers on our best-in-class HR software and services. The Hypercare Manager is responsible for managing internal stakeholder relationships and ensuring a smooth transition from the implementation phase to the ongoing administration of benefit administration services. Your primary goal will be to ensure operational excellence across all internal stakeholder teams in the transfer of knowledge during the final phase of an implementation, and to ensure the highest quality of client support post go-live. The title/level of this role will be dependent on experience.

Responsibilities

Accountable and responsible for the transition from implementation to ongoing administration for new client installations on the bswift platform, inclusive of go-live activities, events-in-transition activities, and post go-live hypercare activities; Manage timelines to ensure smooth and efficient internal operations among teams while keeping executive leadership updated on governance and execution during the final phase of an implementation; Proactively identify and mitigate project risks, escalating when appropriate and communicating turnaround times with reasonable delivery dates; Lead key internal meetings, including Transition to Ongoing kick-off, knowledge transfer and training meetings, status meetings, and other meetings as needed; Ensure all required documentation (ongoing processing guide, requirements documents, demographic mappers, service center call guide and FAQs, system test plans, etc.) is completed by the implementation team and understood/accepted by receiving teams; Manage timelines and hold all internal stakeholder teams accountable for the successful completion of key milestones; Monitor client health post go-live and create a feedback loop from the ongoing administration team back to implementation and sales teams; Keep up to date with industry trends and developments and make recommendations for changes to the company's client service approach as needed

Requirements

Bachelor's degree in business administration or related field; 5+ years of project management, implementation, and/or client relationship management experience within the benefits administration space; Excellent communication skills, both written and verbal, with internal, external, technical, and non-technical team members; Ability to work independently as well as part of a team; Strong problem-solving skills; High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness; Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality

Benefits

Comprehensive health benefits (health, dental, and vision plans); Competitive compensation including performance-based incentives for most roles; Remote first, office friendly environment; Retirement savings plans; Professional development and career growth opportunities; Supportive culture; Employee wellbeing initiatives (mental health, financial planning, wellness resources)