Director

• Define and execute the client Delivery strategy across a portfolio of payer clients.
• Translate commercial commitments into executable roadmaps tied to client value realization.
• Drive continuous improvement in project governance processes, client communications, and delivery predictability.
• Champion client feedback loops to enhance satisfaction and retention.
• Leverage automation and GenAI tools to simplify status reporting, client communications, and delivery insights.
• Serve as escalation point for delivery issues, resolving them with clarity and diplomacy.
• Ensure SOWs and commitments are delivered on-time, on-budget, and with measurable business impact.
• Drive standardization in approach across all clients.
• Build and maintain executive-level relationships with client stakeholders, act as a trusted advisor.
• Support Account Management in preparing for steering committees and QBRs, ensuring client discussions focus on business outcomes.
• Support Account Management in collecting and reporting NPS/CSAT for the client.
• Proactively identify opportunities to create value beyond the contract, strengthening client partnerships.
• Navigate difficult conversations (scope changes, delays, conflicting priorities) while maintaining trust.
• Lead and coach a team of Delivery Managers, developing their ability to manage complex projects and complex client relationships.
• Foster a culture of accountability, transparency, and client centricity.
• Partner with Account Management on commercial strategy and with Client Implementation PMO on project governance and reporting.
• Align internal teams (Product, Engineering, Delivery) with client objectives and value metrics.
• Own Delivery KPIs: High quality delivery of all products and services; On-time delivery of committed milestones; Zero surprise escalations.
• Use data-driven insights to improve client experience and delivery efficiency.

Director, Client Delivery Management

Director, Services

Associate Director, Analytical Sciences – Technology

Client Director

Client Director

Business Director – Emerging Payments Strategy, Analytics