Remote Delivery Operations Lead

Accenture; Austin (TX); Remote; USD 95,000 - 180,000; Full time

Job summary

Accenture is seeking a Delivery Lead Manager for a remote role based in Austin, TX. You will oversee delivery across service operations, optimize standard solutions, and ensure profitable, on-time outcomes for large-scale client programs.

The role requires deep experience in operations, people leadership, and contact center management, with Medicaid exposure preferred. This position offers a remote work arrangement and competitive benefits.

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, as needed.
• 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, create operational approach and implement continuous improvement.
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance.
• 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 e.g. training, engagement, mentoring, succession planning and annual performance process.
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets.
• Deliver efficiencies through standard processes and synergies; implement SLA and other contract financial requirements.
• Resolve performance issues with delivery leadership.
• Formalize delivery plans for the service delivery with service group delivery leadership.
• May lead or support the design of new offerings or services and validate expected delivery capability.
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution.
• Act as escalation point to address issues and concerns about service delivery performance and personnel.
• Engage with client to align on program objectives, business drivers, and desired outcomes.
• Translate the client’s business objectives with Service Delivery to keep alignment and progress solution.
• Proactively improve client and customer relationships with client account teams.
• Responsible for workstream budgets and managing cost within company.
• Large scale people management.
• Measure and manage individual and team performance.
• Optimize performance in a contact center and back-office environment around cost, growth and innovation; coaching management on KPIs.
• Analyze impact of volume, AHT and shrinkage on budget staffing requirements.
• Analyze call drivers and opportunities to address drivers differently.
• Manage forecast variance to plan; report staffing needs and performance issues affecting service levels.

Skills

Operations leadership

People management

Contact center management

Medicaid experience

Education

Bachelor’s Degree

Job description

Accenture is seeking a Delivery Lead Manager for a remote role based in Austin, TX. You will oversee delivery across service operations, optimize standard solutions, and ensure profitable, on-time outcomes for large-scale client programs.

The role requires deep experience in operations, people leadership, and contact center management, with Medicaid exposure preferred. This position offers a remote work arrangement and competitive benefits.