Team Lead, Client Service Delivery

Role Overview

• Lead and execute complex, cross-functional operational initiatives from intake through completion
• Apply project management discipline, including defining scope, sequencing work, tracking dependencies, and mitigating risks
• Develop and maintain SOPs, workflows, intake processes, and escalation paths to drive consistent execution
• Translate ambiguous or informal practices into clear, scalable, and repeatable processes
• Partner with Operations, Claims, IT, Clinical, DocGen, COE, and other stakeholders to drive operational improvements
• Submit, track, and manage enhancements and operational requests through established governance tools (e.g., SmartSheet, ServiceNow)
• Act as an extension of CSDM leadership to advance priority workstreams and initiatives
• Prepare summaries, materials, and insights to support leadership decision-making
• Leverage Microsoft tools and AI-enabled capabilities (e.g., Microsoft Copilot) to enhance productivity and documentation

Requirements

• Bachelor’s degree
• 5–7 years of experience in a corporate healthcare environment
• Experience in operations, service delivery, or client support
• Strong project management skills with demonstrated ability to lead cross-functional work without direct authority
• Experience developing SOPs, workflows, and process documentation
• Ability to operate in ambiguity and create structure within complex environments
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word)
• Experience with workflow and tracking tools (e.g., SmartSheet, ServiceNow)

Tech Stack

• ServiceNow

Benefits

• medical, vision, dental, and well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays