Benefitfocus Technical Lead

Voya Financial; Springfield (MA); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) Savings plan

Paid time off

Job summary

Voya Financial seeks a Technical Lead to own end-to-end delivery for assigned clients, ensuring services meet commitments and SLAs.

You will partner with the Client Relationship Manager, internal teams, and vendor partners to drive outcomes, mentor staff, and implement best practices. This role supports flexible work arrangements with a remote/hybrid model.

Qualifications

• 3-5 years in service delivery, account management, technical customer support, or related client-facing roles.
• Experience leading service delivery teams or coordinating technical service delivery efforts.
• Strong problem-solving and analytical skills.
• Excellent communication, collaboration, and interpersonal skills.
• Ability to manage multiple priorities and work effectively across internal and external stakeholder groups.

Responsibilities

• Serve as the technical lead and primary technical subject matter expert for assigned client accounts.
• Understand client needs, objectives, and business challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions to address complex client requirements throughout the client lifecycle.
• Oversee day‑to‑day service delivery operations, ensuring services are provided in accordance with contractual commitments, SLAs, and OLAs.
• Monitor service delivery performance, including response times, resolution times, and overall service quality metrics.
• Coordinate and collaborate with cross‑functional internal teams and external vendor partners to ensure timely delivery of high‑quality services.
• Proactively identify, elevate, and resolve service delivery issues and risks.
• Implement and maintain best practices, processes, and standards that support successful client outcomes.
• Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and client satisfaction.
• Provide guidance, training, and support to team members to foster strong performance, collaboration, and engagement.

Skills

Service delivery

Account management

Technical customer support

Problem solving

Communication

Stakeholder management

Multitasking

Education

Bachelor’s degree

Job description

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage –

Get To Know The Opportunity

Benefitfocus, Inc., a Voya company, is a leading provider of cloud‑based benefits software solutions for consumers, employers, insurance carriers, and brokers. Benefitfocus serves millions of consumers through an integrated portfolio of products and services that enable clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user‑friendly interface and consumer‑centric design, the Benefitfocus Platform provides a single destination for consumers to access and manage their benefits. Benefitfocus solutions support the administration of medical, dental, voluntary benefits, and wellness programs.

The Technical Lead is responsible for the end‑to‑end delivery of technical solutions and associated services for assigned clients, ensuring services are delivered efficiently, effectively, and in alignment with client expectations. This role serves as the technical subject matter expert, partnering closely with the Client Relationship Manager (CRM), internal teams, and external vendor partners to drive successful client outcomes throughout the client lifecycle.

Please Note: Work location for this role is flexible. This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule.

The Contributions You’ll Make

• Serve as the technical lead and primary technical subject matter expert for assigned client accounts.
• Understand client needs, objectives, and business challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions to address complex client requirements throughout the client lifecycle.
• Oversee day‑to‑day service delivery operations, ensuring services are provided in accordance with contractual commitments, service level agreements (SLAs), and operational level agreements (OLAs).
• Monitor service delivery performance, including response times, resolution times, and overall service quality metrics.
• Coordinate and collaborate with cross‑functional internal teams and external vendor partners to ensure timely delivery of high‑quality services.
• Proactively identify, elevate, and resolve service delivery issues and risks.
• Implement and maintain best practices, processes, and standards that support successful client outcomes.
• Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and client satisfaction.
• Provide guidance, training, and support to team members to foster strong performance, collaboration, and engagement.

Minimum Knowledge & Experience

• High School Diploma or GED required; bachelor’s degree preferred. High School Diploma/GED +2 years’ experience may be considered in lieu of a bachelor’s degree.
• 3‑5 years of experience in service delivery, account management, technical customer support, or related client‑facing roles.
• Experience leading service delivery teams or coordinating technical service delivery efforts.
• Strong problem‑solving and analytical skills.
• Excellent communication, collaboration, and interpersonal skills.
• Ability to manage multiple priorities and work effectively across internal and external stakeholder groups.

Preferred Knowledge & Experience

• Bachelor’s degree in a related field.
• Experience working with benefits administration platforms, SaaS solutions, or technology‑enabled service environments.
• Experience supporting complex client implementations, integrations, or ongoing service delivery engagements.
• Knowledge of service management best practices and performance measurement methodologies.

How This Role Aligns To Our Core Four

At Voya, our Core Four represent the behaviors and priorities that help us deliver exceptional experiences for our customers and each other. In this role, success is driven by applying these principles in meaningful and impactful ways.

• Instill Customer Obsession – Build trusted client relationships by understanding business objectives and delivering solutions that improve service quality, responsiveness, and customer outcomes.
• Transform with Automation/AI – Identify opportunities to leverage technology, automation, and process improvements to increase efficiency, scalability, and solution effectiveness.
• Drive Higher Performance Through Our People – Partner across teams, provide technical leadership, and support team development to foster accountability, collaboration, and strong results.
• Execute on the Fundamentals – Ensure consistent service delivery through adherence to SLAs, operational standards, risk mitigation practices, and continuous process improvement.

Compensation Pay Disclosure

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long‑term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part‑time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$75,000 - $85,000

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn More About Voya Benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well‑reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn More About Critical Skills

Equal Employment Opportunity

Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.