Director, Service Delivery

TL;DR

Director, Service Delivery: Own client service delivery and a book of business with an accent on operational excellence, governance, and people leadership. Focus on driving high-quality service outcomes, managing renewals and revenue stewardship, and improving delivery efficiency through standard operating procedures and automation.

Location: Remote (US)

Company

hirify.global provides benefits administration solutions combining cloud technology with client service.

What you will do

• Own a client portfolio and manage client relationships to ensure delivery quality, timeliness, and satisfaction.
• Lead client governance and project planning, including running regular client meetings and maintaining contractual compliance.
• Directly manage, coach, and develop a service delivery team, including hiring, performance feedback, and career development.
• Forecast staffing and expenses for the assigned book of business and drive operational efficiency via standard operating procedures.
• Promote continuous improvement and automation to enhance service delivery outcomes.
• Partner cross-functionally (Call Center, COBRA/FSA, Billing, Product Management, IT, and shared services) to deliver consistent service results and support renewals/expansions.

Requirements

• Location: Must be based in the United States
• Bachelor’s degree or equivalent combination of education and experience.
• 8–12+ years of experience in benefits administration and/or benefits implementation in a benefits administration or HR technology environment.
• 8+ years of direct client relationship management experience in benefits administration, including health & welfare client relationship management and consulting on benefit strategies.
• Proven experience leading and owning client renewals.
• People management: 5+ years of direct people management experience (leadership, coaching, and team development).

Culture & Benefits

• Remote-first, office-friendly environment.
• Comprehensive health benefits (medical, dental, vision).
• Retirement savings plans with employer-sponsored options.
• Professional development opportunities and access to training/resources.
• Employee wellbeing initiatives focused on mental health, financial planning, and wellness resources.
• Supportive culture emphasizing collaboration, open communication, and creative problem-solving.

Hiring process

• Interviews focused on client leadership, operational delivery, and people management experience.
• Discussion of fit with service delivery leadership expectations and cross-functional collaboration.