Director Service Delivery

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

The Delivery Squad leader will combine leadership skills with technical delivery, Medicaid operations domain knowledge, and analytics skills to successfully lead the account delivery functions for multiple customer-multi-million dollar contracts (Gainwell account delivery Squad is an organizational grouping of customers using similar Gainwell products/platform. A Squad consists of 5-8 large customers). A strong delivery background with an understanding of product architecture, managing efficient business configuration through automation, labor pooling and digitization, and data analytics acumen will be critical to success. The Squad lead will develop and implement strategies to improve the productivity of the delivery organization, improve customer response time, and manage all the client SLAs while meeting and exceeding financial goals. S/he will manage high-performance 400+ team members in a highly matrix organization.

The Squad lead will bring credibility and experience in building and evolving a high-performance delivery organization. This leader will have the emotional intelligence and persona to collaborate and work with diverse constituents. The Squad lead will bring focus on account delivery, financial efficiencies, collaborating with customer-facing senior Gainwell associates, high-performance global talent building, and asset modernization activities. The Squad lead will be at the forefront of the account delivery organization and will have a solid understanding of the Medicaid business and emerging technologies.  

The Squad lead will understand the value and role that Gainwell can play in leveraging its technology platform to transform the experience of its customers and Medicaid members. The Squad lead will be a tech-savvy innovator who profoundly understands the broader healthcare Medicaid/payor operations and how technology can improve the account delivery functions. The Squad lead will leverage their comprehensive industry knowledge to provide a domain, technology perspective, and expertise to influence and enhance Gainwell's product offerings. This leader will understand how to be disruptive while connecting various stakeholders across operations, technology, infrastructure, and account management teams.

Your role in our mission

• Operate as a thought leader to build strategy and execution plan for running multi-customer, multi-million dollar account delivery functions.
• Collaborate with the account management team to understand the customer needs and Gainwell’s contractual commitments and translate the needs into an execution plan for each account within the Squad.
• Collaborate with the architect leadership team to bring product architecture focus to account delivery functions. Build the vision and guide the team to improve the quality and speed of account delivery functions through synergetic collaboration between accounts within and outside the Squads.
• Quantify and articulate the success criteria for each account within the Squad. Collaborate with the PMO leadership team to capture and build proper controls to manage the delivery within the Squads.
• Responsible for financial outcomes and optimization of labor and non-labor costs within the Squads. Collaborate with the technology teams to automate functions, improve the overall productivity of the resources, and optimize the non-labor Hardware and Software expenses with the infrastructure team.
• Managing and building a high-performance talent pool through active coaching, pyramid alignment, and clarity of roles and responsibilities within the Squad.

What we're looking for

• Bachelor’s Degree or equivalent work experience.
• 12-15 years experience in account leadership roles such as information technology, delivery, or business process management.
• At least seven (7) years of previous account management experience in the healthcare industry.
• Previous experience with a Medicaid Management System or major operations-related components of a Medicaid Management System or other large healthcare systems and ongoing relationship management with an extensive client.
• Experience working in a highly matrixed environment.
• A tenacious problem solver driven by the purpose of improving the overall experience of the Medicaid population by leveraging technology/streamlining the account management and support functions. An influencer to lead 400+ delivery organizations.
• A clear understanding o