Implementation Project Manager - Hypercare

About bswift

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible, and creative environment with ample opportunity for professional and personal growth.

Position Overview

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. Note: The title/level of this role will be dependent on experience.

Standard working hours are 8:00 AM – 5:00 PM Central Time, unless otherwise stated.

Fundamental Components

• Transition Management: 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.
• Timeline & Operations: 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.
• Risk Mitigation: Proactively identify and mitigate project risks, escalating when appropriate and communicating turnaround times with reasonable delivery dates.
• Stakeholder Leadership: Lead key internal meetings, including Transition to Ongoing kick-off, knowledge transfer and training meetings, status meetings, and other meetings as needed.
• Documentation: 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 accepted by receiving teams.
• Milestone Tracking: Manage timelines and hold all internal stakeholder teams accountable for successful completion of key milestones across implementation staff, ongoing client services, service center staff, and center of excellence staff.
• Client Health & Feedback Loop: Monitor client health post go-live and create a feedback loop from ongoing administration back to implementation and sales teams to continuously improve discovery and implementation phases.
• Industry Trends: Keep up to date with industry trends and developments, making 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.
• 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 of Working at bswift

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support wellness for you and your family.
• Competitive Compensation: Compensation that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Remote-First Environment: Enjoy working remotely from the comfort of your home with an office-friendly environment available if desired.
• Retirement Savings Plans: Employer-sponsored retirement savings programs.
• Professional Development: Opportunities for career growth, training, and resources to support career progression.
• Supportive Culture: A collaborative, open-communication environment where your voice and ideas are valued.
• Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.