Client Delivery Leader (CDL)

JOB TITLE: Client Delivery Leader
JOB LOCATION: Remote with some travel to client site in Boston/Quincy
WAGE RANGE*: $175-$210K
JOB NUMBER: 25-03907

REQUIRED EXPERIENCE:

• Strong technical delivery leadership experience
• Medicaid
• Strong Technical background (Enterprise Application and Enterprise Infrastructure
• Operations Management
• Great Client Facing Skills
• Trusted Delivery Advisor experience

JOB DESCRIPTION

As a Client Delivery Leader (CDL), you will play a central role in managing all aspects of service delivery for our client leader in the Healthcare Technology market (Medicaid, PBM, TPL, Human Services) 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 teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing profitability.

Some of the technology solutions our client delivers include: Medicaid Enterprise, Data and Analytics, Provider Solutions, Health and Human Services, System Integration and Interoperability, PBM, Payment Integrity, Coordination of Benefits and Pop Health.

We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives - today and tomorrow.

Your role in our mission
Our client empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining, 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 Account General Manager (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 client's 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 our client, 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 company, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.

What we're looking for

• Program Management: Are you a 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? Do you have the ability to inspire confidence with the client and company leadership?
• Financial Acumen: Are you a strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs?
• Matrixed Environments: Are you an expert collaborator expert at working within deeply matrixed environments across large teams?
• Relationship Management: Do you possess strong interpersonal and relationship-building capabilities with both external clients and internal facing teams?
• Background and Knowledge: Do you have in-depth understanding of the Healthcare/Medicaid business, clients, and solutions?

What success will look like

• You will be evaluated based on the following considerations (not exhaustive):
  • Demonstrate revenue and growth (if applicable), account profitability and growth (if applicable), ROI, etc.
  • Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, et al.
  • Feedback from matrixed teams, SLA compliance, operational metrics, etc.
  • Personal and professional development opportunities, including employee training and continuous improvement initiatives. We are committed to your growth and success in this role.

What you should expect in this role

• Autonomy, authority, and accountability to shape employee and client experiences in a fast-paced and dynamic environment.
• Opportunities available throughout the United States.
• Opportunities to travel through your work for necessary Account/Client Meetings.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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