Delivery Lead Manager
About The Position
The Delivery Lead Manager oversees service delivery operations, ensuring agreed service scope is delivered while improving profitability, productivity, service quality, and performance. The role manages operational plans, capacity, staffing, budgets, and performance metrics; leads continuous improvement; and supports consistent execution of service-level and contract requirements. It includes large-scale people management and career development of service delivery staff, as well as collaboration with project managers, delivery leadership, sales, and clients to align capabilities and outcomes. In a contact center and back-office environment, the role optimizes cost, growth, and innovation, analyzes staffing and workload drivers, and manages forecasting and capacity planning. The position is remote, requires private secure home internet, and requires travel to Albuquerque, New Mexico, at 20–60% (approximately one week per month) according to client requests. Project operations run in eight-hour shifts scheduled between 7:00 a.m. and 7:00 p.m. Mountain Standard Time.
Requirements
- At least 5 years of operations experience.
- At least 5 years of people management experience.
- At least 2 years of contact center management experience.
- At least 1 year of experience working in Medicaid.
- Remote work requires private secure home internet.
- Travel to Albuquerque, NM, is required at 20–60% (approximately one week per month), as requested by the client.
- Project operations are conducted in eight-hour shifts scheduled between 7:00 a.m. and 7:00 p.m. MST.
Nice To Haves
- Bachelor’s degree.
- Experience managing a workforce of 100.
- Medicaid experience.
- Experience in cost management, operational excellence, client relationship management, and SLA management.
- Excellent analytical, communication, organization, time-management, and problem-solving skills.
- Demonstrated ability to build meaningful relationships with key stakeholders.
- Demonstrated ability to lead successful change-management efforts.
Responsibilities
- Ensure delivery work is executed across multiple service delivery operations as needed.
- Optimize delivery of standard solutions within areas of expertise.
- Deliver agreed service scope while improving profitability and productivity.
- Address operational performance issues and develop and implement continuous-improvement approaches.
- Analyze team performance and metrics against benchmarks and present options to improve performance.
- Manage supply and demand, service quality, processes, and levers for achieving performance targets.
- Meet with project managers on large or complex projects to determine project format, timeframe, and overtime needs.
- Manage service delivery resources’ careers, including training, engagement, mentoring, succession planning, and annual performance processes.
- Manage recruiting, staffing, workforce mix, utilization, cost to serve, and staff capacity to balance cost and delivery targets.
- Deliver efficiencies through standard processes and synergies; implement standard service-level agreements and other contract financial requirements.
- Resolve performance issues with delivery leadership and formalize delivery plans with service group delivery leadership.
- Lead or support design of new industry, functional, or technical offerings and services.
- Support sales opportunities and validate expected delivery capability.
- Apply operational methodology to deliver cross-functional, consistent, repeatable, high-performance processes.
- Serve as an escalation point for service delivery performance and personnel concerns.
- Engage clients to align on program objectives, business drivers, and desired outcomes; regularly translate client objectives, priorities, and challenges to service delivery teams.
- Proactively improve client and customer relationships in collaboration with client account and account teams.
- Manage workstream budgets and costs.
- Lead large-scale people management and measure individual and team performance.
- Optimize contact center and back-office performance for cost, growth, and innovation; coach management on key performance and address variances.
- Analyze how volume, average handle time, and shrinkage affect budgeted staffing requirements.
- Analyze call drivers and call types to identify staffing impacts and opportunities to address drivers differently.
- Manage operational forecast variance to plan; report staffing needs and performance issues affecting service levels and recommend solutions.
- Analyze work-volume patterns and trends for forecasting and capacity planning.
- Create interval, daily, and weekly volume and handle-time forecasts.
Benefits
- Medical, dental, vision, life, and long-term disability coverage.
- 401(k) plan.
- Bonus opportunities.
- Paid holidays.
- Paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
