• Lead and develop the customer success function, including managing existing team members • Design scalable support processes, automations, and escalation frameworks • Leverage AI and tooling to deliver efficient, high-quality support • Monitor KPIs and continuously raise the bar on service standards • Coordinate incident response across engineering and external partners (banking, card, infrastructure) • Establish structured feedback loops between users and product • Own cross-functional projects & execution across Product, GTM, Partnerships, and Finance • Identify operational gaps and solve them without waiting for direction • Manage service providers, contracts, invoices, and SLAs • Implement and maintain internal systems (documentation, dashboards, workflows) • Support product launches and growth initiatives when required. • Monitor budgets, burn, revenue, financials when the time comes.

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary As a Service Delivery Leader, you will play a key role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Client Delivery Leader (CDL), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability. We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives – today and tomorrow. Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions. Your performance will be evaluated based on how effectively you manage maintenance and operations with a focus on profitability, process improvement, and efficient resource use. Customer satisfaction—measured through CSAT, NPS, and other feedback—along with customer retention, will also factor into your evaluation. We will consider input from matrixed teams, compliance with SLAs, and overall operational metrics. Finally, your commitment to personal and professional development, including training and continuous improvement efforts, will be an important part of your growth and success in this role. Your role in our mission - Support the CDL across all customer needs as a Subject Matter Expert for the Delivery organization. This includes knowledge of Systems and Operations for State and Local Health and Human Services and prior experience as a Delivery Leader. - Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery. - Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements. - Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs. - Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization. - Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary. - Handle recruitment, coaching, mentoring, performance management, and other people management responsibilitie. - Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management? Do you have the ability to inspire confidence with the client and Gainwell leadership. - Prior experience in managing ongoing Maintenance and Operations in the State and Local Health and Human Services space focused on Medicaid Management Information Systems using Interchange (EDI). - Strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs. - Expert collaborator expert at working within deeply matrixed environments across large teams. - In-depth understanding of the Healthcare/Medicaid business, clients, and solutions. What we're looking for - 5+ years of delivery leadership (supervisory) with skills to manage a team of technical personnel, business analysts, and project managers in a matrixed environment - Technical and subject matter experience in MMIS and experience in managing ongoing maintenance and operations - 5+ years of Program/ Project management expertise (PMP preferred) - Customer facing skills with proven background of interacting with client leadership - Bachelor’s degree (preferably in Engineering, Computer Science or business) required What you should expect in this role - Opportunities to travel through your work for necessary Account/Cli - This is a full-time permanent regular salaried (W-2) employee position. - 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. - Post-hire a company computer will be sent to new hire for work use only. - 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. - This position will remain posted until April 10, 2026. #LI-NB1 #LI-DS1 #LI-REMOTE The pay range for this position is $100,800.00 - $144,000.00 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. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Coordinates and aligns activities across different operational teams to ensure smooth execution of daily operations. managing staffing levels, scheduling, and workload distribution to ensure adequate coverage and efficient resource utilization. Contributes to the achievement of business objectives and ensures the organization remains competitive in the market. What you will do - Analyzes workload patterns, forecast resource needs, and make recommendations for adjustments or enhancements. - Monitors operational performance metrics and key performance indicators (KPIs) to assess the efficiency and effectiveness of operations. - Identifies opportunities for process improvement within the operations support functions through workflow analyses. - Addresses customer or client concerns, investigates operational incidents, and works with relevant stakeholders to identify root causes and implement corrective actions. - Establishes and enforces compliance guidelines and quality control processes including implementing quality assurance programs, and driving initiatives to improve operational compliance and quality. - Collaborates with cross-functional teams to implement process improvement initiatives and measure the impact of changes. - Facilitates effective communication within the operations support teams and with other stakeholders. - Fosters a culture of continuous improvement within the operations team by encouraging innovation, gathering feedback from employees, and implementing initiatives to enhance operational effectiveness and customer satisfaction. - Oversees ongoing training to ensure all team members are fully versed and compliant within their respective roles. For this role you will need Minimum Requirements - 5-7 years work experience - Adept at execution and delivery (planning, delivering, and supporting) skills - Adept at business intelligence - Adept at problem solving and decision making skills - Adept at collaboration and teamwork - Adept at growth mindset (agility and developing yourself and others) skills Education - Post secondary /high school education or specialized training, i.e., technical/vocational programs. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $54,300.00 - $119,340.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: - Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. - No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. - Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 04/10/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. The Practice Transformation Advisor plays a critical role in supporting the highest standards of practice performance and quality within our organization's network of healthcare providers. The primary focus is to identify areas for quality improvement, partner with provider practices to implement quality strategies that improve quality and cost of care, member, and clinician experience, and drive positive outcomes in the delivery of patient care. Responsibilities: 1. Provider Engagement: Establish and maintain engagement with large provider groups that have a membership of 1,000 or greater. 2. Performance Analysis: Conduct comprehensive analysis of provider performance metrics as well as clinical operations for VBC readiness and risk assessment. This includes clinical quality indicators, patient and provider satisfaction ratings and operational efficiency measures. Identify areas of improvement and develop data-driven strategies to improve provider performance and financial rewards. 3. Provider Education and Practice Transformation: Collaborate with cross-functional teams to assess practice operations against industry best practices in primary care. Design and deliver training programs, workshops, and educational materials for primary care and specialty providers and their staff in key operational domains to achieve improved health outcomes. Facilitate sessions on clinic operations, quality standards, regulatory compliance, member experience and patient-centered care to enhance provider skills and knowledge. 4. Performance Improvement Initiatives: Lead initiatives aimed at improving provider performance. Develop and implement performance improvement plans, monitor progress, and evaluate the effectiveness of interventions in collaboration with practice partners. 5. Quality Assurance: Conduct regular audits, reviews, and assessments of provider practices, documentation and compliance. Provide feedback and recommendations for improvement. 6. Stakeholder Collaboration: Collaborate closely with internal teams, including clinical and operational leadership, value-based care, quality management teams and provider relations teams to align provider performance objectives with organizational goals. Foster effective working relationships with providers, offering guidance, feedback, and support to facilitate their success. 7. Data Management and Reporting: Utilize data management systems and analytics tools to collect, analyze, and report provider performance data. Prepare comprehensive reports, dashboards, and presentations for senior leadership, highlighting key performance indicators, trends, and improvement opportunities. 8. Industry Knowledge and Research: Stay abreast of industry trends, best practices, and regulatory changes related to provider performance and healthcare quality. Support population health and health equity initiatives to improve care gap closure rates and health outcomes. Conduct research and benchmarking activities to identify innovative approaches and opportunities for improvement. Requirements: ▪ 5-7 years of experience in healthcare quality improvement, provider relations, or a related role. ▪ In-depth knowledge of healthcare regulations, clinical operations, quality standards, and performance metrics. ▪ Strong analytical and problem-solving skills, with the ability to interpret complex data sets and identify improvement opportunities. ▪ Excellent communication, presentation and interpersonal skills to collaborate with and effectively influence provider groups and executives, , team members, and stakeholders at all levels. ▪ Proven experience in designing and delivering training programs or educational initiatives. ▪ Proficiency in data management and analysis tools, such as Excel or data visualization software. ▪ Familiarity with electronic health record systems and healthcare information technology. ▪ Detail-oriented, organized, and able to manage multiple projects simultaneously. ▪ Ability to work independently, demonstrate initiative, and drive results in a fast-paced environment. ▪ Position is remote, however STRONG preference for candidate to reside in LA – secure home network required and familiar with Microsoft Office products and VPN. Preferred: ▪ Licensed Allied Health Professional or Licensed Registered Nurse ▪ Coding or Sales background ▪ Certified Six Sigma Green Belt ▪ Certified Professional in Healthcare Quality (CPHQ) or equivalent Education/license requirements: • Bachelor's degree or commensurate work experience in healthcare administration, public health, or a related field Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $54,300.00 - $119,340.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: - Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. - No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. - Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 04/06/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.