Benefitfocus Technical Lead

godirect; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Benefitfocus, a Voya company, seeks a Technical Lead to manage end-to-end technical solutions for assigned clients, ensuring delivery aligns with contract commitments and SLAs. The role supports remote work with optional hybrid arrangement and collaborates with CRM, internal teams, and vendor partners.

The position emphasizes client-focused delivery, innovation, and continuous improvement to optimize service outcomes throughout the client lifecycle.

Qualifications

• High School Diploma or GED required; bachelor's degree preferred.
• 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.

Responsibilities

• Serve as the technical lead and SME for assigned client accounts.
• Understand client needs, objectives, and business challenges to ensure services meet or exceed expectations.
• Drive innovation and develop sustainable solutions to address complex client requirements.
• Oversee day-to-day service delivery operations, ensuring services align with SLAs and OLAs.
• Monitor service delivery performance, including response and resolution times.
• Coordinate with cross-functional teams and external vendor partners for timely delivery of high-quality services.
• Identify, escalate, and resolve service delivery issues and risks.
• Lead continuous improvement initiatives to enhance service delivery effectiveness and client satisfaction.
• Provide guidance, training, and support to team members to foster performance and engagement.

Skills

Problem-solving

Analytical skills

Communication skills

Cross-functional collaboration

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

SaaS platforms

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 - Apply NowGet 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, escalate, 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