Technical Lead - End-to-End Delivery (Remote/Hybrid)

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

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.