Senior Service Delivery Specialist - Readiness, Marlboro​/Chelmsford, MA

Description

This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, high‑quality member experiences during new product launches, service enhancements, and operational changes. Operating with a high degree of independence, the role translates business and operational changes into coordinated readiness activities that account for frontline impact, timing, and execution risk. Working cross‑functionally with Operations, Training, Communications, Technology, and Experience partners, the role ensures readiness materials, messaging, and enablement are accurate, aligned, and delivered in a way that supports effective adoption.

Through structured planning, insight, and influence without authority, this role drives reliable execution and readiness outcomes across service delivery channels.

• Partner cross-functionally to execute defined tasks and support initiative delivery that drives the readiness approach and ensure rollout efforts align with organizational priorities and member experience goals.
• Coordinate with enterprise partners to ensure training materials, communications, and documentation are accurate, complete, and aligned across teams to ensure smooth rollout and implementation. Managers and partners can rely on accuracy and support.
• Apply comprehensive knowledge of offerings, policies, and service models to interpret customer needs and determine appropriate solutions in both standard and non‑standard situations.
• Evaluate issues that span multiple functions or systems, balancing competing priorities to achieve effective and sustainable resolutions.
• Adapt policies, procedures, and established practices to address new or nuanced scenarios while maintaining alignment with organizational intent.
• Identify opportunities to improve service delivery, workflows, or customer experiences and contribute recommendations or enhancements.
• Take ownership of assigned deliverables, small initiatives, or service improvements, managing scope, risks, and timelines within defined parameters.
• Collaborate with peers, partners, and stakeholders to analyze root causes, share insights, and contribute to collective problem‑solving efforts.
• Monitor service trends or recurring issues and
  ** escalate
  * * insights that may inform process refinement or product improvements.
• Provide guidance, knowledge sharing, or informal coaching to peers, and review work outputs as appropriate to support team effectiveness.

• Applies best practices and knowledge of internal/external business challenges to improve products, processes or services. Is accountable for small projects or programs with manageable risks and resource requirements. Resolves difficult and complex problems using judgment and analysis; contributes to problem solving in collaborative settings. Interprets policies and adapts them to new situations.
• Demonstrates judgment in selecting methods to solve problems that have cross-functional impacts or require balancing competing priorities. Applies advanced knowledge of job area with experienced understanding of functional area.
• Typically receives little instruction on daily work. Works independently within defined specialties; adapts methods and procedures for routine work with minimal oversight. Accountable for deliverables. May mentor others and coach or review their work.

• Required
  
  Education:
  
  Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• Required Experience:
  
  4 - 6 years of relevant experience

• Advanced understanding of service delivery principles, customer support practices, and functional processes relevant to the role.
• Demonstrated ability to independently resolve difficult or ambiguous issues using analysis, judgment, and experience.
• Strong communication skills, with the ability to explain information clearly and adapt messaging for diverse audiences.
• Proven capability to manage work with minimal day‑to‑day direction while remaining accountable for outcomes.
• Experience collaborating across teams or functions to address shared challenges or improve…