Customer Experience Account Delivery Manager (Williston, VT)
About The Position
As a Customer Experience Account Delivery Manager (CX-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 Client Delivery Leader (CDL) to continuously improve service delivery and exceed our goals and objectives.Your role in our mission Manage the delivery of operational services for the VT 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 KPIs, 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 contribute to projects. Partner with other leaders to positively influence the financial impact for their respective business areas. Contribute to developing new service offerings and enhancements based on market trends and client needs.
Requirements
- Nine (9) or more years of people management experience and healthcare account management or healthcare customer contact center leadership.
- Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, etc.).
- Knowledge of and experience managing diverse teams across business operational areas (Call Center, Mailroom, Third Party Liability, Provider Enrollment, etc.).
- Advanced experience leading moderate 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.
Responsibilities
- Manage the delivery of operational services for the VT 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 KPIs, 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 contribute to projects.
- Partner with other leaders to positively influence the financial impact for their respective business areas.
- Contribute to developing new service offerings and enhancements based on market trends and client needs.
Benefits
- 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.
- All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
