Senior Service Delivery Manager – Client Liaison

bswift

. Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.
Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.
Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required.
Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders.
Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership.
Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues.
Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles.
Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders.
Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.

Requirements

What you’ll need

Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries.
Client services experience within a benefits administration environment (not general client support).
Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows.
Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices.
Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders.
High degree of professionalism and polish, particularly when supporting executive-level contacts.
Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment.
Strong relationship-building skills with internal partners and external clients.
Demonstrated ability to anticipate issues, escalate appropriately, and follow through to resolution.

Benefits

Comp & perks

Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
Remote first, Office friendly environment! No time to commute? No problem!
Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

benefits administrationemployee benefit inquiriesenrollment processesissue resolutioncase management systemsticketing toolsclient-specific benefits systemsHSAFSA

Soft Skills

communication skillsprofessionalismrelationship-buildingproblem-solvingindependencetime managementanticipation of client needsjudgmentpolish