HealthEquity, Inc.

  • Director, Service Delivery

    Job Locations US-UT-Draper | US-TX-Irving
    Partner Services
  • Overview

    We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.


    How you can make a difference


    The Director of Service Delivery is responsible for ensuring the successful delivery of services for our named / large partner accounts. He / she will ensure that repeatable processes are established to provide consistent experiences to our partners, establish and enhance KPIs and reporting across the business regarding partner health (service focused), enable service delivery managers with the tools to be successful, and continue to invest in the growth and development of our world class service delivery managers.


    What you’ll be doing

    • Active participant on the Service Delivery Leadership team – responsible for the successful implementation and ongoing operational servicing of all employer and health plan partners at HealthEquity
    • Identify critical processes and tools to track internal and external work requests, keep clients and partners updated with regular status reports, identify risk triggers and escalate quickly, and drive improvement opportunities
    • Ensure all service delivery teams are working consistently
    • Manage capacity vs. demand on SDMs and ensure effective partner to SDM assignments are made based on needs
    • Seek out and hire top talent, develop and promote existing talent, and build strong leaders
    • Partner closely with Account Executive team to ensure service efforts and account growth efforts are aligned and adding value
    • Responsible for budgeting and staffing the team
    • Partner health reporting across the company (reference health, partner NPS, member base NPS, open issue volume, issue cycle time, partners out to bid, interaction volume, etc.)
    • Responsible for risk management across the team including strict observance of security and data sharing policies
    • Training and process documentation
    • Analyze processes within the team for continual process improvement
    • Lead advocate and voice for large partners and clients regarding their service experience with HQY
    • Support and lead service recovery efforts within Service Delivery team
    • Engage with other leaders and teams across the business on cross-functional initiatives
    • Develop and maintain strong relationships across the organization
    • Develop and maintain your own leadership program

    What you will need to be successful 

    • Bachelor’s Degree or equivalent work experience
    • Master’s Degree preferred
    • Passion for operational excellence and process improvement
    • Demonstrated experience implementing KPIs and reporting tools
    • Experience as a people manager and success growing high-pace teams
    • Excitement for customer service and calm under pressure
    • Ability to lead team members in multiple locations and those working remote
    • Strong analytical and problem-solving skills
    • Self-starter and self-motivator
    • Proficient knowledge of healthcare financial accounts (e.g. HSA, HRA, and FSA)
    • Well organized, manages time wisely

    Benefits and perks


    • Medical, Dental, Vision
    • 401(k) match
    • Paid Maternity/Paternity leave
    • Ongoing education 
    • Tuition Assistance
    • Gym/Fitness Reimbursement
    • Purple with Purpose (paid volunteer time off)
    • HSA contribution and match
    • On site Lunch and Learns
    • Award winning Wellness Program
    • Consumer Driven Healthcare (CDH) education

    Why work for HealthEquity

    HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.


    We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.


    Our advice to you

    HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.


    HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring – under federal, state and local laws.


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