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 of 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 seeking a Manager, Professional Services, to join our Professional Services Organization (PSO) at Bridgeway Benefit Technologies. As Manager, Professional Services, you will be a crucial leader within our Professional Services Organization. Working closely with the Director, PSO, you will contribute to defining, shaping, and ultimately executing the overall PSO strategy. As Manager, PSO, you will manage a team of business analysts, ranging in skill, knowledge, and tenure, requiring strong people management experience. 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 strongly preferred. 

Key Responsibilities:  

• Report on work progress and obstacles regularly within your team while providing 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 time sheets 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 team resources, including assigning tasks, forecasting project work, setting due dates, and completing billing milestones.
• Oversee project delivery within your team, achieving on-time and on-budget targets
• 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.
• Contribute to revenue targets and ensure profitability of service engagements.
• Develop timelines and action steps for anticipating, framing, and effectively communicating changes within your team.
• Collaborate with Human Resources to hire team members.
• Work closely with product, engineering, and customer success teams to align services with product capabilities.
• 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 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)
• 3+ years' experience in a leadership role within Professional Services or similar function
• Bachelor's degree in a related field  
• Demonstrable experience in leading and developing high-performing teams.
• 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, optimizing professional service methodologies to drive efficiency
• 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.