Remote Delivery Lead Manager: Medicaid Ops Excellence

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

Job summary

Accenture is seeking a Delivery Lead Manager to oversee delivery across multiple service lines, ensuring profitability and continuous improvement. Remote role with travel to client locations; strong focus on workforce planning, performance management, and SLA adherence.

The role requires significant experience in operations, people management, and contact center environments, including Medicaid exposure. Bachelor's degree preferred, with the ability to lead large teams and manage budgets while

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.

Responsibilities

• Ensure 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 performance.
• Manage supply and demand, service quality and processes to meet delivery expectations and performance targets.
• Meet with project managers on large/complex projects to plan timelines and overtime needs.
• Be responsible for career management of service delivery resources (training, engagement, mentoring, succession).
• Manage recruiting, staffing, and capacity to optimize cost and delivery targets.
• Deliver efficiencies through standard processes and SLAs; address contract financial requirements.
• Formalize delivery plans with service group leadership, and support new offerings or services as needed.
• Demonstrate expert knowledge of operational methodology for cross-functional process execution.
• Act as escalation point for delivery performance and personnel issues, ensuring alignment with client objectives.
• Engage with clients to align on objectives, drivers, and outcomes.
• Translate client objectives to maintain alignment and progress across delivery teams.
• Proactively improve client relationships while collaborating with account teams.
• Responsible for workstream budgets and cost management.
• Oversee large-scale people management across the team.
• Measure and manage individual and team performance.
• Analyze volume, AHT, shrinkage to determine staffing and budget needs.
• Forecast volume and handle time for interval, daily and weekly horizons.

Skills

Operations

People management

Contact center management

Medicaid experience

Education

Bachelor’s Degree

Job description

Accenture is seeking a Delivery Lead Manager to oversee delivery across multiple service lines, ensuring profitability and continuous improvement. Remote role with travel to client locations; strong focus on workforce planning, performance management, and SLA adherence.

The role requires significant experience in operations, people management, and contact center environments, including Medicaid exposure. Bachelor's degree preferred, with the ability to lead large teams and manage budgets while