Remote Delivery Lead Manager for Service Excellence

Accenture; Atlanta (GA); Remote; USD 120,000 - 180,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager for remote roles supporting a U.S. client base in a complex contact center and back-office environment.

You will oversee multi-site service delivery, drive profitability, and implement continuous improvement across programs and teams. The role involves managing workforce planning, performance analytics, client engagement, and SLAs, with travel to client sites as required.

Qualifications

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 year experience working in Medicaid.
• Bachelor’s Degree preferred.

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.
• Address performance issues and implement continuous improvement.
• Analyze team performance and present options for improving overall performance.
• Manage supply and demand, service quality and processes to meet delivery expectations.

Skills

People management

Operations management

Contact center management

Performance analysis

Stakeholder management

Cost management

Education

Bachelor's Degree

Job description

Accenture is seeking a Delivery Lead Manager for remote roles supporting a U.S. client base in a complex contact center and back-office environment.

You will oversee multi-site service delivery, drive profitability, and implement continuous improvement across programs and teams. The role involves managing workforce planning, performance analytics, client engagement, and SLAs, with travel to client sites as required.