Medicaid Account Operations Manager

The Account Operations Manager acts as the main bridge between technology teams and both internal and external stakeholders. This position ensures that shared services and technical solutions support business objectives, meet service commitments, and strengthen long-term partnerships through proactive communication and informed guidance.

Key Responsibilities

• Develop and sustain strong working relationships with client and account leaders.
• Gain a deep understanding of business needs and translate them into appropriate IT solutions.
• Serve as the primary contact for technology-related requests, questions, and escalations.
• Partner with internal teams to deliver solutions tailored to each account’s requirements.
• Oversee service delivery performance to ensure commitments and SLAs are consistently achieved.
• Create and present root-cause analysis documentation for major incidents or SLA deviations.
• Identify opportunities to improve processes, introduce enhancements, or drive innovation.
• Lead regular client discussions, briefings, and strategy-focused meetings.
• Track key performance indicators and produce recurring reports for stakeholders.
• Coordinate multiple initiatives and deadlines across assigned accounts.
• Stay current on emerging technologies and provide informed recommendations to clients.

Required Qualifications

• Bachelor’s degree in Information Technology or a related discipline.
• At least three (3) years of experience in a technical support capacity, ideally within a service desk environment.
• Hands-on experience with ServiceNow.
• ITIL v3 or v4 certification.
• Background supporting organizations in both healthcare and Medicaid environments.
• Working knowledge of computing hardware, software, networking principles, and operating systems such as Windows and Linux.

Role Expectations

• Occasional travel (approximately 0–10%), primarily within the region.
• Participation in an on-call rotation during evenings and weekends, depending on business needs.
• Full-time, salaried W-2 position.
• Day-one eligibility for medical, dental, and vision benefits.
• 401(k) with employer match and additional benefits available within the first few months.
• Flexible vacation program available after 90 days of employment, unless otherwise approved.
• Company-issued computer provided.
• For remote or hybrid work, employees must have a home internet connection of at least 24 Mbps download and 8 Mbps upload to ensure proper performance.