Account Delivery Manager

Location

Roseville, CA | United States

Job description

Job description

As an Account Delivery Manager (ADM), you are critical in ensuring the efficient delivery of services to our clients and customers. You collaborate with stakeholders, including internal employees, vendors, account partners, and external clients and customers, to provide exceptional service and operational efficiency. You are responsible for meeting contractual obligations, optimizing processes, and maintaining high-quality standards throughout the service lifecycle. Your role is essential in driving operational performance within our CX organization and supporting our client relationships. You partner with the Regional Leader, Account General Manager (AGM), and Account Delivery Leader (ADL) to continuously improve service delivery and exceed our goals and objectives.

What We Offer:

• Competitive salary range from $121,900 to $174,100 per year.
• Opportunity to make a significant impact in the health and human services industry.
• Work flexibility prioritizing work-life balance.
• Comprehensive benefits package including health, educational assistance, and 401(k) employer match.
• Leadership and technical development academies to support career growth.

What You'll Do:

• Collaborate with stakeholders to provide exceptional service and operational efficiency, ensuring efficient service delivery to clients and customers.
• Meet contractual obligations and maintain high-quality standards throughout the service lifecycle.
• Drive operational performance within the CX organization, partnering with key leaders to improve service delivery and exceed goals.
• Support client relationships and contribute to solving business challenges.

What You'll Bring:

• 9 or more years of people management experience and healthcare account management or customer contact center leadership.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of and experience managing diverse teams across business operational areas (Authorized Services, Customer Contact Centers, Mailroom, Pharmacy, Provider Enrollment, etc.) and Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules are also preferred.
• Advanced experience leading moderate to large cross-functional teams and initiatives; demonstrated proficiency in collaborating in matrixed organizations.
• Strong written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
• Demonstrated ability to interpret data and metrics to drive informed decisions and address complex service delivery challenges effectively.

Fortuna Business Management Consulting (Fortuna BMC) was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in Philippines and Israel. Fortuna BMC is an active member of multiple California service agreements, including CMAS, ITMSA (Tier 2), CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools.

Job tags

Salary

$121.9k - $174.1k