Manager Service Delivery (Remote in USA)

Summary

As a Manager Service Delivery at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Manage and oversee account service delivery team operations to ensure Gainwell products and services are delivered according to project schedules, SLAs, and quality standards
• Lead and develop a team of direct reports, providing coaching, performance management, and career development to ensure high engagement and delivery excellence
• Look ahead as you work with account teams to develop demand forecasts and assist functional areas or departments in proposing, planning, and delivering end-to-end services, including workload requirements
• Monitor service performance through KPIs and metrics, providing regular reporting, identifying risks, and implementing corrective actions as needed
• Navigate complex relationships between delivery and client groups to strengthen partnerships, manage expectations, and resolve escalations effectively
• Create more satisfied clients by identifying service improvement opportunities, conducting root cause analysis, and driving continuous improvement initiatives
• Coordinate cross-functional teams (IT, product, operations, and support) to ensure seamless and consistent service delivery
• Support proposal teams to integrate new, enhanced, and existing service offerings for current and new accounts
• Bolster our workforce by selecting and hiring employees to support your team; train and mentor them to enhance their performance, development, and work products
• Manage financial aspects of delivery, including budgeting, cost optimization, and resource planning to ensure efficient and profitable operations
• Apply domain knowledge of Medicaid and healthcare systems to support delivery across key areas such as Member Eligibility, Enrollment, Claims, and related subsystems, ensuring compliance with regulatory and contractual requirements

What we're looking for

• Substantial leadership or supervisory experience in support services, project leadership, or program management in a technology industry, including managing direct reports
• Working understanding of healthcare technology industry and products; experience with Medicaid systems (e.g., Member Eligibility/Enrollment, Managed Care, T-MSIS, or related domains) preferred
• Strong executive presence and excellent written and oral communication skills to build relationships and interact with clients and team members
• Skilled in managing projects, financial budgets, forecasting, and service delivery metrics (KPIs/SLA performance)
• Ability to lead, coach, and motivate diverse teams to deliver high-quality results, while quickly problem-solving roadblocks to ensure on-time delivery

What you should expect in this role

• Opportunities to travel through your work (0-10%)
• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• The use of AI during interviews is prohibited. 
• This position is intended for pipelining for an upcoming position. We will accept applications on an ongoing basis, however applying does not gurantee an interview.

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