Manager Service Delivery (Remote in USA)

Gainwell Technologies LLC•Any city, OH

2d•$100,000 - $125,000•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. 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

Requirements

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
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

Nice To Haves

Experience with Medicaid systems (e.g., Member Eligibility/Enrollment, Managed Care, T-MSIS, or related domains)

Responsibilities

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
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
Identify service improvement opportunities, conduct root cause analysis, and drive 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
Select and hire 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