Account Delivery Operations Manager

Date: Nov 1, 2024

Location:

Any city, MO, US, 99999

Req ID: 26633

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As an Account Delivery Manager (ADM) at Gainwell, you are critical in ensuring the efficient delivery of services to our clients and customers. You collaborate with stakeholders, including internal employees, vendors, account partners, and external clients and customers, to provide exceptional service and operational efficiency. You are responsible for meeting contractual obligations, optimizing processes, and maintaining high-quality standards throughout the service lifecycle. Your role is essential in driving operational performance within our CX organization and supporting our client relationships. You partner with the Regional Leader, Account General Manager (AGM), and Account Delivery Leader (ADL) to continuously improve service delivery and exceed our goals and objectives.

Your role in our mission

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you will:

Manage the delivery of operational services for an account (people, processes, and technology). Directs daily work activities and priorities, driving innovation, cost efficiency, and performance optimization.
Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees through ongoing execution of management activities.
Establish and effectively lead weekly, monthly, and quarterly routines to achieve Client contractual SLAs and bonus targets, assigned goals, objectives, and account scorecard deliverables.
Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.
Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.
Maintain budgets and lead and contribute to projects (Business as Usual [BAU] and Transformation). Partner with other leaders to positively influence the financial impact for their respective business area(s).
Contribute to developing new service offerings and enhancements based on market trends and customer needs.

What we're looking for

9 or more years of people management experience and healthcare account management or customer contact center leadership.
Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
Knowledge of and experience managing diverse teams across business operational areas (Authorized Services, Customer Contact Centers, Mailroom, Pharmacy, Provider Enrollment, etc.) and Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules are also preferred.
Advanced experience leading moderate to large cross-functional teams and initiatives; demonstrated proficiency in collaborating in matrixed organizations.
Strong written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
Demonstrated ability to interpret data and metrics to drive informed decisions and address complex service delivery challenges effectively.

What you should expect in this role

Fully remote position with the opportunity to work anywhere within the United States.
Opportunities to travel through your work (up to 25%).

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The pay range for this position is $113,000 - $163,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.