Manager Service Delivery

Gainwell Technologies; Tennessee; On-site; USD 87,000 - 124,000; Full time

Benefits offered by this job

Vacation policy

401(k) match

Health benefits

Educational assistance

Leadership academies

Job summary

Gainwell Technologies seeks a Manager, Reporting Service Delivery to lead multiple analytics teams delivering actionable insights and SLA management across client accounts.

You will guide teams in building dashboards, partnering with operational leaders, and driving data-driven decision support in a fast-paced environment. This remote role offers travel flexibility and opportunities to influence client outcomes at scale.

Qualifications

• 7+ years of experience in reporting, analytics, business intelligence, workforce management, or operational support functions.
• 5+ years of progressive leadership experience managing reporting, analytics, operational support, or business intelligence teams, with a demonstrated track record of building high-performing organizations and developing talent.
• Demonstrated success leading high-performing teams in a fast-paced operational environment, including coaching employees, managing competing priorities, influencing stakeholders, driving accountability, and delivering results through others.
• Exceptional interpersonal, communication, and relationship management skills with the ability to build trust, navigate complex stakeholder environments, and confidently engage with clients, executives, and operational leaders.
• Experience supporting large-scale service delivery, customer experience, healthcare, Medicaid, contact center, or BPO environments.
• Strong stakeholder and client relationship management skills.

Responsibilities

• Lead and develop multiple reporting and analytics teams supporting operational service delivery organizations.
• Build, coach, and inspire high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the delivery of accurate, timely, and actionable reporting, dashboards, and performance insights.
• Partner with clients, operational leaders, and stakeholders to understand business objectives and reporting needs.
• Provide visibility into SLA attainment, operational performance, customer experience, quality, productivity, and business outcomes.
• Support performance management and process improvement efforts through data analysis and operational insight.
• Identify trends, risks, root causes, and opportunities for operational improvement.
• Drive reporting standardization, governance, and quality across multiple teams and accounts.
• Partner with technology and transformation teams to support automation and modernization initiatives.
• Support new client implementations, account transitions, and organizational growth initiatives.
• Contribute to go-to-market activities, solution design, and client engagement efforts.

Skills

Leadership experience

Communication skills

Stakeholder management

Analytics/BI experience

Client relationship management

Experience leading teams

Healthcare/Medicaid exposure

Job description

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

We are seeking a Manager, Reporting Service Delivery to lead multiple reporting and analytics teams supporting operational service delivery across client accounts. This role goes beyond traditional reporting management and is responsible for helping business leaders improve performance through operational insights, SLA management, process improvement, automation, and data-driven decision support.

The ideal candidate is first and foremost a proven people leader who thrives in fast-paced operational environments. This individual must be skilled at leading high-performing teams, balancing multiple competing priorities, managing stakeholder expectations, and driving accountability across diverse workstreams. Success in this role requires exceptional communication skills, executive presence, relationship-building ability, and a proactive, action-oriented leadership style. The candidate should be highly engaged with their teams, comfortable leading through ambiguity, energized by developing talent, and motivated by delivering measurable business results.

Your role in our mission

• Lead and develop multiple reporting and analytics teams supporting operational service delivery organizations.
• Build, coach, and inspire high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the delivery of accurate, timely, and actionable reporting, dashboards, and performance insights.
• Partner with clients, operational leaders, and stakeholders to understand business objectives and reporting needs.
• Provide visibility into SLA attainment, operational performance, customer experience, quality, productivity, and business outcomes.
• Support performance management and process improvement efforts through data analysis and operational insight.
• Identify trends, risks, root causes, and opportunities for operational improvement.
• Drive reporting standardization, governance, and quality across multiple teams and accounts.
• Partner with technology and transformation teams to support automation and modernization initiatives.
• Support new client implementations, account transitions, and organizational growth initiatives.
• Contribute to go-to-market activities, solution design, and client engagement efforts.

What we're looking for

• 7+ years of experience in reporting, analytics, business intelligence, workforce management, or operational support functions.
• 5+ years of progressive leadership experience managing reporting, analytics, operational support, or business intelligence teams, with a demonstrated track record of building high-performing organizations and developing talent.
• Demonstrated success leading high-performing teams in a fast-paced operational environment, including coaching employees, managing competing priorities, influencing stakeholders, driving accountability, and delivering results through others.
• Exceptional interpersonal, communication, and relationship management skills with the ability to build trust, navigate complex stakeholder environments, and confidently engage with clients, executives, and operational leaders.
• Experience supporting large-scale service delivery, customer experience, healthcare, Medicaid, contact center, or BPO environments.
• Strong stakeholder and client relationship management skills.

What you should expect in this role

• Fully Remote Opportunity – Work from anywhere in the U.S.
• Minimal Travel Required – Occasional travel opportunities (0-10%).
• Video cameras must be used during all interviews, as well as during the initial week of orientation

The pay range for this position is $86,700.00 - $123,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.