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.

Fundamental Components:

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 and knowledge transfer and training meetings, status meetings, and other meetings as needed during the implementation, transition to ongoing, and hypercare period.

Ensure all required documentation (ongoing processing guide, requirements documents, demographic mappers, service center call guide and FAQs, system test plans, etc.) is completed by implementation team and understood/accepted by receiving teams.

Manage timelines and hold all internal stakeholder teams accountable for the successful completion of key milestones, across implementation staff, ongoing client services staff, service center staff, and center of excellence staff.

Monitor client health post go-live and create feedback loop from ongoing administration team back to implementation and sales teams to ensure all teams are reviewing lessons learned and continuously improving all discovery and implementation phases as a result.

Keep up to date with industry trends and developments and make recommendations for changes to the company’s client service approach as needed.

BACKGROUND/EXPERIENCE:

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 is required

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

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions.

Benefits of Working at bswift:

• 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.

Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

Specific benefit offerings vary by position and may be subject to change.

Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description. 

In the spirit of pay transparency, we are excited to share the base salary range for this position is $100,000-120,000, exclusive of fringe benefits or potential bonuses.  If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!