About the Role
The Care Delivery Leader is a strategic role responsible for owning the delivery of the organization’s AI Care Solutions portfolio. This position will oversee a $30M-$50M Care AI Solutions delivery P&L, accountable for financial, operational and client experience metrics. The role will also be responsible for deepening and widening the relationship, driving and NPS (experience metrics) across all AI Care Solutions. The Care Delivery Leader will work closely with the Care Solutions Leader to co-own the client relationship, experience, and growth.
A Day in the Life
- Delivery Management and Oversight:
- Own the delivery of the $30M-$50M Care AI Solutions portfolio across clients.
- Directly manage the agent team, which includes both Innovaccer staff and partners (approximately 1,000-2,000 FTEs per $50M in revenue).
- Ensure efficient and effective delivery of the Care AI Solutions, focusing on financial, operational, and experience metrics.
- Collaborate with the Care Solutions Leader to co-own the client relationship, experience, and growth.
- Stakeholder Management and Influence:
- Manage and maintain strong relationships with key internal and external stakeholders, including clients, Care Program Solutions, Customer Success (CS), and Product teams.
- Manage (Financials) and grow (Revenue) client relationships 5-10x over three years
- Influence and work closely with the CS and Product teams to ensure optimal implementation, usage, and efficiency of the Care AI Solutions.
- Serve as an organizational ambassador, demonstrating strong people skills and the ability to motivate and retain both internal and external teams.
- Operational Excellence and Continuous Improvement:
- Drive efficiencies – both process and technology enabled (copilots, tool enhancement)
- Implement and maintain Six Sigma and continuous improvement practices to optimize delivery processes and drive operational efficiency.
- Oversee the financial and operational performance of the Care AI Solutions delivery, including P&L management and revenue growth.
- Establish and monitor key performance indicators (KPIs) to measure the success and impact of the Care AI Solutions delivery.
- Team Building and Culture Development:
- Foster a collaborative and innovative work environment, encouraging teamwork and cross-functional cooperation.
- Attract, develop, and retain top talent, both within the internal team and the partner ecosystem.
- Cultivate a strong organizational culture, emphasizing attention to detail and a focus on client satisfaction.
What You Need
- 15+ years of experience in managing the delivery of healthcare technology or AI solutions, with preferably 5+ years in Healthcare and with a proven track record of success.
- Demonstrated expertise in client and stakeholder management, with the ability to navigate complex relationships and influence cross-functional teams.
- Proficient in P&L management, revenue growth, and financial performance optimization.
- Experienced in leading and managing high-performing teams, with a strong focus on motivation, retention, and culture development.
- Skilled in Six Sigma and continuous improvement methodologies, with the ability to drive operational excellence.
- Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse stakeholders.
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
- Generous PTO Benefits: Enjoy PTO benefit accrual of 22 days per year.
- Parental Leave: Experience one of the industry’s best parental leave policies to spend time with your new addition.
- Rewards & Recognition:Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance. Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
- Insurance Benefits: We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance. Legal aid and pet insurance options are available at a discounted rate.
Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.