Delivery & Operations Lead - Remote, Medicaid Focus

Accenture PLC; Columbus (OH); À distance; USD 87 000 - 213 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Vision benefits

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Résumé du poste

Accenture plc is seeking a Delivery Lead Manager for a remote role with substantial travel to Albuquerque, NM (20-60%). The role oversees delivery work across multiple service delivery operations, driving optimization, profitability, and performance improvements.

You will manage staffing, budgets, SLAs, and client relationships while mentoring teams and shaping delivery capabilities. Role requires experience in operations, people management, contact center management, and Medicaid exposure.

Qualifications

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 years’ experience working in Medicaid.

Responsabilités

• Ensure execution of delivery work across multiple service delivery operations, as needed.
• Drive optimization of delivery of standard solutions within areas of expertise.
• Deliver agreed scope of services while achieving profitability improvements and productive gains.
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement.
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance.
• Manage supply and demand, service quality and processes to meet delivery expectations; implement levers to consistently achieve performance targets.
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs.
• Responsible for career management of service delivery resources (training, engagement, mentoring, succession planning and annual performance).
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets.
• Deliver efficiencies through standard processes and synergies; implement standard SLAs and other contract financial requirements.
• Resolve performance issues with delivery leadership.
• Formalize delivery plans for the service delivery with service group delivery leadership.
• May lead or support the design of new offerings or services for industry functional technical support sales opportunities and validate expected delivery capability.
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution.
• Act as escalation point to address issues and concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes.
• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution.
• Proactively improve client and customer relationships, while working with client account and account.
• Responsible for workstream budgets and managing cost within company.
• Large scale people management.
• Measure and manage individual and team performance.

Connaissances

Operations management

People management

Contact center management

Medicaid experience

Formation

Bachelor’s Degree

Description du poste

Accenture plc is seeking a Delivery Lead Manager for a remote role with substantial travel to Albuquerque, NM (20-60%). The role oversees delivery work across multiple service delivery operations, driving optimization, profitability, and performance improvements.

You will manage staffing, budgets, SLAs, and client relationships while mentoring teams and shaping delivery capabilities. Role requires experience in operations, people management, contact center management, and Medicaid exposure.