Manager Service Delivery

Summary

We are seeking a Manager, Reporting Service Delivery to lead multiple reporting and analytics teams supporting operational service delivery across client accounts. This role goes beyond traditional reporting management and is responsible for helping business leaders improve performance through operational insights, SLA management, process improvement, automation, and data-driven decision support.

The ideal candidate is first and foremost a proven people leader who thrives in fast-paced operational environments. This individual must be skilled at leading high-performing teams, balancing multiple competing priorities, managing stakeholder expectations, and driving accountability across diverse workstreams. Success in this role requires exceptional communication skills, executive presence, relationship-building ability, and a proactive, action-oriented leadership style. The candidate should be highly engaged with their teams, comfortable leading through ambiguity, energized by developing talent, and motivated by delivering measurable business results.

Your role in our mission

• Lead and develop multiple reporting and analytics teams supporting operational service delivery organizations.
• Build, coach, and inspire high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the delivery of accurate, timely, and actionable reporting, dashboards, and performance insights.
• Partner with clients, operational leaders, and stakeholders to understand business objectives and reporting needs.
• Provide visibility into SLA attainment, operational performance, customer experience, quality, productivity, and business outcomes.
• Support performance management and process improvement efforts through data analysis and operational insight.
• Identify trends, risks, root causes, and opportunities for operational improvement.
• Drive reporting standardization, governance, and quality across multiple teams and accounts.
• Partner with technology and transformation teams to support automation and modernization initiatives.
• Support new client implementations, account transitions, and organizational growth initiatives.
• Contribute to go-to-market activities, solution design, and client engagement efforts.

What we're looking for

• 7+ years of experience in reporting, analytics, business intelligence, workforce management, or operational support functions.
• 5+ years of progressive leadership experience managing reporting, analytics, operational support, or business intelligence teams, with a demonstrated track record of building high-performing organizations and developing talent.
• Demonstrated success leading high-performing teams in a fast-paced operational environment, including coaching employees, managing competing priorities, influencing stakeholders, driving accountability, and delivering results through others.
• Exceptional interpersonal, communication, and relationship management skills with the ability to build trust, navigate complex stakeholder environments, and confidently engage with clients, executives, and operational leaders.
• Experience supporting large-scale service delivery, customer experience, healthcare, Medicaid, contact center, or BPO environments.
• Strong stakeholder and client relationship management skills.

What you should expect in this role

• Fully Remote Opportunity – Work from anywhere in the U.S.
• Minimal Travel Required – Occasional travel opportunities (0-10%).
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is October 30, 2026

  #LI-GD1

  #LI-REMOTE