CX Senior Business Manager (Remote in USA)

Gainwell Technologies LLC•Any city, OH

7d•$113,900 - $162,700•Remote

About The Position

As a CX Senior Business Manager at Gainwell, you are critical of 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 maintaining operational performance within our CX organization and supporting our client relationships. You partner with the Account Delivery Manager (ADM), Regional Leader, Account General Manager (AGM), and Client Delivery Leader (CDL) to continuously improve service delivery and exceed our goals and objectives.

Requirements

Nine (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 (Mailroom, Claims Processing, Financial Services, Authorized Services, Contact Center, 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.
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 an account (people, processes, and technology). Directs daily work activities and priorities to ensure performance stability and continuously 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.