Manager, Implementation

Responsibilities

• Mentor, hire, and lead a global team of 5–7 Benefits Administration product specialists.
• Drive implementation performance against productivity, project completion, exit-gate, and CSAT metrics.
• Design and revise documentation, implementation playbooks, and customer education materials.
• Streamline Direct and Broker Benefits Administration implementation experiences.
• Partner with Product and Sales to build Benefits Administration qualification processes.
• Support Global Benefits Administration product launches, including facilitating training.
• Represent the customer experience perspective in the development of US and Global Benefits products.
• Coordinate with insurance operations, Product, and Engineering teams to resolve bugs and launch features and processes.
• Connect Engineering, Product, and customer-facing teams.
• Directly lead or assist with customer implementations when needed.

Requirements

• 7+ years of experience implementing SaaS products.
• 5+ years of experience with Benefits Administration; implementation experience strongly preferred.
• 3+ years of people and team management experience.
• Experience implementing Benefits products, particularly Benefits Administration, Flex, COBRA, and ACA.
• Strong prioritization and time-management skills.
• Ability to operate independently in a fast-paced, ambiguous, and unstructured environment.
• Data- and process-oriented leadership with strong attention to detail.
• Ability to solve complex, interdependent problems.
• Experience growing teams with a learning mindset and people-first approach.
• Ability to partner with cross-functional leaders to improve products and processes.
• Customer-focused mindset and strong sense of ownership.

Compensation

• US salary range: $94,350–$166,500, plus benefits and equity.