Job Summary
As a Client Delivery Leader (CDL), you will play a central role in managing all aspects of service delivery for the organization.
You will be a trusted delivery advisor to the Account General Manager (AGM), responsible for all aspects of service delivery assigned to customer accounts.
You will ensure best-in-class delivery through seamless integration of capabilities across different teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing organization profitability.
Organization empowers you through innovative technologies and solutions to deliver better health and human services outcomes.
When joining organization, you become an integral part of our mission, supported by a team that values your expertise and contributions. As a CDL, you will:
- Support the AGM across all customer needs as a Subject Matter Expert for the Delivery organization. Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
- Coordinate closely with Organization infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
- Implement and manage systematic delivery status reporting to the customer and organization, tailored to the audience's needs.
- Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
- Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within organization, up to the COO if necessary.
- Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.
Skills required
Strong Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management.
A strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client values while optimizing costs.
An expert collaborator working within deeply matrixed environments across large teams.
Strong interpersonal and relationship-building capabilities with both external clients and internal facing teams.
In-depth understanding of the Healthcare/Medicaid business, clients, and solutions