Remote Delivery Lead Manager — Medicaid Operations

Accenture PLC; Milwaukee (WI); A distancia; USD 95.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) plan

Bonus opportunities

Paid holidays

PTO

Descripción de la vacante

Accenture is seeking a Delivery Lead Manager to oversee multiple service delivery operations in a remote role across the US. The position requires extensive experience in operations, people management, and contact center performance, with Medicaid experience preferred.

You will drive efficiency, manage budgets, and coordinate with project managers on complex programs. The role emphasizes performance optimization, client alignment, and leadership in delivering SLAs and profitability while

Formación

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

Responsabilidades

• 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, compare against benchmarks, and present options for improvements.
• Manage supply and demand, service quality and processes to meet delivery expectations and implement levers to achieve targets.
• Meet with project managers on large or complex projects to plan timeframes and overtime needs.
• Responsible for career management of service delivery resources (training, engagement, mentoring, succession planning, performance).
• 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.
• Resolve performance issues with delivery leadership.
• Formalize delivery plans with service group leadership.
• May lead or support design of new offerings or services for industry and support sales opportunities.
• Demonstrate expert knowledge of operational methodology for cross-functional, high-performance execution.
• Act as escalation point for service delivery issues and concerns.
• Engage with client to align on program objectives and outcomes.
• Translate client objectives and challenges with Service Delivery to maintain progress.
• Improve client relationships while coordinating with client account teams.
• Responsible for workstream budgets and managing costs.
• Large scale people management and performance measurement.
• Analyze volume, AHT, and shrinkage to plan staffing and budget impact.
• Forecasting capacity planning and workload trends.
• Create volume and handle time forecasts for intervals, daily and weekly.

Conocimientos

Operations management

People management

Contact center management

Medicaid

Educación

Bachelor’s Degree

Descripción del empleo

Accenture is seeking a Delivery Lead Manager to oversee multiple service delivery operations in a remote role across the US. The position requires extensive experience in operations, people management, and contact center performance, with Medicaid experience preferred.

You will drive efficiency, manage budgets, and coordinate with project managers on complex programs. The role emphasizes performance optimization, client alignment, and leadership in delivering SLAs and profitability while