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 of Medicaid/healthcare payor business and ecosystem. Understanding of the latest market dynamics and competitive landscape.
• Deep understanding of technologies, strong application development/management background, abilities to distill complex problems into methodologies such as Domain-driven design, Microservices, Data pipelines, Messaging, Eventing, async processing, etc. Understanding of modern front and backend development language and framework.
• Good understanding of technology infrastructure and at least one major cloud infrastructure.
• Abilities to provide technical direction to technical resources to solve business issues that translate into data integration and database system designs.
• Ability to manage PM and Business analysts and direct the teams to improve the efficacy and automation of PMO and configuration functions.
• Ability to improve Gainwell branding through customer success by managing all deliverables by setting development standards, optimal reviews, and a quality assurance process.
• High financial acumen to manage the overall cost of the account delivery. Understanding of different optimization levers and their implications for customer success and financial stability of the account.
• A strong people leader with the ability to manage and direct 400+ team global team members working remotely. An influencer and a role model who can manage the overall organizational objectives (managing up) and deliver the results (managing down).

What you should expect in this role

• This role is 100% remote with annual travel possible.

The deadline to submit applications for this posting is September 30, 2024.

The pay range for this position is $127,400.00 - $182,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.