SummaryAs a
CX Senior Business Manager at Gainwell, you are critical of 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 maintaining operational performance within our CX organization and supporting our client relationships. You partner with the Account Delivery Manager (ADM), Regional Leader, Account General Manager (AGM), and Client Delivery Leader (CDL) to continuously improve service delivery and exceed our goals and objectives.
Your role in our mission- Manage the delivery of operational services for an account (people, processes, and technology). Directs daily work activities and priorities to ensure performance stability and continuously 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.
What we're looking for- Nine (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 (Mailroom, Claims Processing, Financial Services, Authorized Services, Contact Center, 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.
- Demonstrated ability to interpret data and metrics to drive informed decisions and address complex service delivery challenges effectively.
What you should expect in this role- This is a full-time permanent regular salaried (W-2) employee position.
- Monday through Friday work schedule (40 hours per week).
- Opportunities to travel through your work (up to 25%).
- Health (medical, dental, vision) benefits start on day 1 of employment.
- Company match 401K and other benefits available within months of starting.
- New employees are eligible to take advantage of 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 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
- Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
- The use of AI during interviews is prohibited.
- This position will accept applications until August 21, 2026.
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The pay range for this position is $113,900.00 - $162,700.00 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.
