Manager, Professional Services

As the industry leader for innovative benefits administration solutions, we provide the Taft-Hartley community with unmatched technology, capabilities and industry expertise while maintaining the highest-level customer service and support. For over forty years and leveraging the power of our Basys and ISSI technology platforms, Bridgeway Benefit Technologies is the leader in our market delivering reliable health and pension benefits processing, fund office administration, reporting and member service on a platform built for data security, regulatory compliance, and a lower total cost of ownership.

We are looking for a Manager, Professional Services, to join our Professional Services Organization (PSO) at Bridgeway Benefit Technologies. As the Manager, Professional Services, you will play a crucial role as a leader within our Professional Services Organization. Working closely with the Director, PSO, you will contribute to defining and shaping the overall PSO strategy. As Manager, PSO, you will manage a team of business analysts, ranging in skill and tenure, which will require hands-on expertise in people management. This is an exciting opportunity for you to collaborate with the Director, PSO in making strategic decisions that impact customer experience and business results, while leading and developing a high performing team.

This is a remote position, with travel up to approximately 25% of the time within the U.S. and Canada. East Coast candidates are preferred.

Key Responsibilities:

• Within your team regularly report on work progress, obstacles, and provide advice, guidance, encouragement, and constructive feedback to the team.
• Manage processes, lessons learned, and best practices within your area of responsibility, continuously driving improvements and efficiency.
• Act as a point of escalation for both customer and internal issues, providing timely resolutions and ensuring customer satisfaction.
• Enable, support, and empower individual contributors reporting directly to you, fostering their career growth and development.
• Effectively manage the workload within your team, ensuring resources are allocated appropriately to meet project and customer demands.
• Proactively identify and recommend changes needed to improve team effectiveness and drive positive outcomes for the customer and department.
• Review and approve timesheets and expense reports as appropriate.
• Lead the process to estimate existing customer project work to be delivered by resources on your team.
• Manage small, existing customer projects assigned to resources on your team including assigning tasks, forecasting project work, setting due dates, and completing billing milestones.
• Collaborate with the Director, PSO to develop and own the onboarding plan for all new team members within your area of responsibility, ensuring a smooth transition and integration.
• Develop timelines and action steps for anticipating, framing, and effectively communicating changes within your team.
• Collaborate with Human Resources to hire team members.
• Conduct regular one-on-one meetings with direct reports to provide constructive feedback and guidance.
• Set clear performance expectations for each direct report and provide guidance to help team members meet performance expectations.
• Evaluate team members' performance, skills, and potential for growth.
• Support cross functional initiatives to improve internal operations and increase customer satisfaction.

Requirements:

• Minimum 5 years' experience working in Benefits Administration (Taft-Hartley experience is a plus)
• Bachelor's degree in a related field
• Proven experience in a leadership role within a Professional Services Organization or similar function
• Strong strategic thinking and decision-making abilities
• Excellent communication and interpersonal skills
• Ability to manage and prioritize multiple projects and initiatives
• Demonstrated experience in process improvement
• Strong customer focus and problem-solving skills. Ability to build relationships and manage difficult conversations
• Experience in coaching and developing individual contributors within a team

Bridgeway is an Equal Opportunity Employer.

Covid Message: We value the safety and well-being of our Bridgeway community, including our staff, customers, business partners, and beyond. This is why our team has required staff to be fully vaccinated for all in-person business activities, whether on-site at our corporate office or traveling for business. Candidates should consider this requirement before applying