Remote Delivery Lead Manager for Operational Excellence

Accenture; Seattle (WA); Remote; USD 101,000 - 245,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager for a remote role within the United States. You will oversee delivery across multiple service delivery operations, drive optimization, and ensure profitability while implementing continuous improvements.

The role requires extensive experience in operations, people management, and contact center management, with Medicaid exposure. Travel to client sites and coordination with project managers on large initiatives are expected.

Qualifications

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

Responsibilities

• Ensure execution of delivery work across multiple service delivery operations.
• 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 service delivery operations and implement continuous improvement.
• Analyze team performance and metrics and present options for improving overall performance.
• Manage supply and demand, service quality and processes to meet delivery expectations and targets.
• Meet with project managers on large projects to determine format and plan the project timeframe.
• Manage recruiting, staffing, utilization, cost to serve and capacity to optimize balance between cost and delivery targets.
• Deliver efficiencies through standard processes and SLAs, and other contract requirements.
• Act as escalation point to address issues about service delivery performance.
• Engage with client to align program objectives and outcomes.
• Translate client objectives and challenges to keep alignment and progress of solutions.
• Proactively improve client relationships with account teams.
• Forecasting capacity planning and create volume forecasts for interval, daily and weekly.

Skills

Operations leadership

People management

Contact center mgmt

Medicaid experience

Education

Bachelor’s Degree

Job description

Accenture is seeking a Delivery Lead Manager for a remote role within the United States. You will oversee delivery across multiple service delivery operations, drive optimization, and ensure profitability while implementing continuous improvements.

The role requires extensive experience in operations, people management, and contact center management, with Medicaid exposure. Travel to client sites and coordination with project managers on large initiatives are expected.