Job Details

Account Delivery Manager – Anchorage, AKLocation: Anchorage, AK, US, 99503Date: May 30, 2026SummaryAs an Account Delivery Manager (ADM) at Gainwell, 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.Key ResponsibilitiesManage the delivery of operational services for an account (people, processes, and technology). Direct daily work activities and priorities, driving innovation, cost efficiency, and performance optimization.Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees through ongoing execution of management activities.Establish and effectively lead weekly, monthly, and quarterly routines to achieve client contractual SLAs and bonus targets, assigned goals, objectives, and account scorecard deliverables.Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.Maintain budgets and lead and contribute to projects (Business as Usual [BAU] and Transformation). Partner with other leaders to positively influence the financial impact for their respective business area(s).Contribute to developing new service offerings and enhancements based on market trends and customer needs.Qualifications9 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 acumen of Healthcare/Medicaid modules is 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.Benefits and Work ExpectationsOpportunities to travel through your work (up to 25%).This is a full‑time permanent regular salaried (W‑2) employee position.Monday through Friday work schedule (40 hours per week).Health (medical, dental, vision) benefits start on day 1 of employment.Company match 401(k) and other benefits available within months of starting.New employees are eligible to take advantage of a flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.Company provided computer for work use.For all hybrid and remote positions employees' broadband Internet connections should have a minimum speed of 24 Mbps download and 8 Mbps upload. Greater speeds will of course provide better performance.Equal Opportunity Employer StatementHMS, a Gainwell Company, is 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), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HMS defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.”#J-18808-Ljbffr