Remote Delivery Lead Manager – Medicaid-Ready Ops

Accenture PLC; Arlington (VA); Remote; USD 87,000 - 245,000; Full time

Job summary

Accenture PLC seeks a Delivery Lead Manager to oversee multi‑site service delivery operations. The role focuses on executing delivery work, optimizing standard solutions, and driving profitability while ensuring adherence to SLAs and client expectations.

The position requires extensive experience in operations, people management, and contact center environments, with Medicaid exposure preferred. It involves remote work with travel to client sites and coordination with project managers to plan

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’s 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 the service delivery operations and implement continuous improvement.
• Analyze team performance and metrics, compare against benchmarks, and present options for improvement.
• Manage supply and demand, service quality and processes to meet delivery expectations, implement levers to achieve targets.
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate overtime needs.
• Responsible for career management of service delivery resources (training, engagement, mentoring, succession planning, performance).
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity to optimize 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; support sales opportunities.
• Demonstrate expert knowledge of operational methodology for cross-functional, high-performance execution.
• Act as escalation point for issues about service delivery performance and personnel.
• Engage with client to align on objectives and outcomes.
• Translate client objectives and challenges with Service Delivery to maintain alignment.
• Improve client relationships while working with client account teams.
• Responsible for workstream budgets and cost management.
• Large-scale people management and performance measurement.
• Analyze volume, AHT and shrinkage impact on staffing and budget.

Skills

Operations experience

People management

Contact center management

Medicaid experience

Workforce management

Education

Bachelor’s Degree

Job description

Accenture PLC seeks a Delivery Lead Manager to oversee multi‑site service delivery operations. The role focuses on executing delivery work, optimizing standard solutions, and driving profitability while ensuring adherence to SLAs and client expectations.

The position requires extensive experience in operations, people management, and contact center environments, with Medicaid exposure preferred. It involves remote work with travel to client sites and coordination with project managers to plan