Delivery Manager III, Paid Family and Medical Leave SME

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design.

We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service.

We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects.

Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on 11/02/26.

Work you'll do

As a Paid Family and Medical Leave SME, you will be responsible for:

Business, policy, and technology expertise across Paid Family and Medical Leave (PFML), Unemployment Insurance (UI), and Salesforce-based case management solutions.

The SME will translate program requirements, legislation, operational policies, and stakeholder needs into effective system functionality, workflows, integrations, and user experiences.

The role will support the full delivery lifecycle, including requirements development, solution design, configuration, testing, implementation, production support, and continuous improvement.

Key Responsibilities:


* Serve as the primary subject matter expert for PFML program operations, eligibility, claims, benefits, leave types, wage and employment data, documentation, appeals, overpayments, and case resolution.


* Apply knowledge of UI programs and related workforce systems to identify shared processes, data requirements, integration opportunities, and operational dependencies.


* Analyze PFML and UI statutes, regulations, policies, procedures, and policy changes and translate them into business rules and system requirements.


* Define claimant, employer, provider, agency, and caseworker journeys across intake, adjudication, correspondence, payment, reconsideration, and appeal processes.


* Lead requirements workshops and develop process flows, user stories, acceptance criteria, decision tables, use cases, and requirements traceability.


* Advise on Salesforce solution design, including objects, data relationships, case management, workflows, queues, business rules, Omni-Channel routing, notifications, reporting, and security.


* Support configuration and enhancement of Salesforce Service Cloud, Experience Cloud, or related Salesforce capabilities.


* Evaluate impacts of Salesforce releases, package updates, integrations, and platform changes on PFML operations.


* Design and validate integrations with identity, wage, payment, document management, correspondence, UI, employer, provider, and other state systems.


* Ensure case management workflows appropriately support automation, manual review, escalations, exceptio...