• Champion the Mission: Deeply understand, synthesize insights, and and advocate for the needs of QAs, Team Leads, Agents, and other Operations Management. • Own Quality Tooling Strategy: Lead the strategy and execution for Airbnb's quality tooling platform. • Define and Execute the Quality Roadmap: Develop the prioritization framework for our quality capabilities. • Deliver Scale Through Technology: Own end-to-end automation solutions that drive better quality service at scale. • Connect Quality to the Broader Agent Lifecycle: Partner with Coaching and Supervisor Tooling teams to ensure quality data is a connected, high-signal input across the agent performance ecosystem.

Role Description As part of Elastic's Professional Services team, the Senior Delivery Manager plays a critical role in leading the end-to-end delivery of complex, high-value Elastic services engagements across global customers. This is a customer-facing position responsible for ensuring successful delivery outcomes, revenue growth, and customer satisfaction. You will work with organizations ranging from Fortune 100 companies to startups, government agencies, and nonprofits solving some of the world's most complex search, observability, and cybersecurity challenges. The Senior Delivery Manager ensures projects are executed effectively, customer relationships are nurtured, and Elastic's methodologies and best practices are consistently applied — including the integration of AI-driven tools and workflows that are increasingly central to how enterprise teams operate. What You Will Be Doing - Leading the delivery of Elastic services engagements from initiation through closure, including governance, risk management, communications, and reporting. - Applying Elastic's Outcome-Based Delivery Methodology to drive customer value and measurable outcomes. - Coordinating across Elastic consultants, architects, sellers, third-party partners, and customer stakeholders to align on scope, execution, and success criteria. - Managing multiple concurrent projects and accounts with effective time management, prioritization, and expectation setting. - Facilitating Steering Committees, executive-level meetings, and project governance to maintain transparency and alignment. - Partnering with Customer Success and Account Executives to support renewals, expansion opportunities, and long-term customer adoption. - Coaching and mentoring project team members, including sub-stream leads and consultants, to ensure high-quality delivery. - Contributing to Elastic's delivery methodology, internal knowledge base, and industry perspectives to support continuous improvement. - Identifying and advocating for AI-powered solutions and automation opportunities within customer engagements, advising on how Elastic's AI/ML capabilities can accelerate time-to-value. - Leveraging AI tools (e.g., generative AI assistants, AI-powered project management, LLM-based analytics) to improve delivery efficiency, reporting quality, and team productivity. - Traveling regionally or globally (25%–65%) depending on customer needs. Qualifications - 8+ years of experience leading consulting or professional services delivery in enterprise environments. - Proven track record of delivering large-scale, multi-stakeholder projects with measurable business outcomes. - Strong organizational skills, with experience in governance frameworks, risk mitigation, and structured delivery methodologies. - Ability to operate effectively in complex, matrixed organizations and across cultural/geographic boundaries. - Excellent communication skills, with the ability to convey technical and delivery details to executive and technical audiences alike. - Experience managing high-pressure or at-risk accounts and driving successful recovery strategies. - Hands-on familiarity with IT solutions; experience in search, analytics, observability, security, or distributed systems a plus. - Demonstrated understanding of AI/ML concepts and how they apply to enterprise use cases — including familiarity with large language models (LLMs), vector search, retrieval-augmented generation (RAG), or AI-powered observability and security. - Experience delivering or overseeing projects that incorporate AI or machine learning components, or advising customers on AI adoption strategies. - Practical experience using AI productivity tools (e.g., GitHub Copilot, ChatGPT, Claude, AI-driven BI tools) in a professional setting to enhance delivery quality and team output. - Bachelor's degree in Computer Science, Engineering, Business, or equivalent experience. - Professional certifications such as PMI-PMP, PMI-CPMAI, Certified AI Associate, SAFe-SA, Scrum Master preferred. - AI/ML-adjacent certifications (e.g., cloud provider AI certifications, Elastic AI/ML training) are a plus. - Salesforce - Professional Services Automation (PSA) tool experience is an advantage. - Ability to thrive in a fast-paced, high-change environment. Leadership Qualities - PASSION: Committed to customer success and delivering business value. - BEGINNER'S MIND: Curious, always learning, and open to new ideas. - THOUGHT LEADER: Executive presence with strong storytelling and influence skills; able to shape AI adoption narratives with customers. - URGENCY: Able to move quickly while driving results. - TEAM PLAYER: Collaborative and generous, someone others love to work with. - TRUST: Aligned with Elastic's values and focused on integrity. - ADAPTABLE: Excels in ambiguity and change, guiding others through uncertainty. Benefits - Competitive pay based on the work you do here and not your previous salary. - Health coverage for you and your family in many locations. - Ability to craft your calendar with flexible locations and schedules for many roles. - Generous number of vacation days each year. - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service. - Up to 40 hours each year to use toward volunteer projects you love. - Embracing parenthood with a minimum of 16 weeks of parental leave.

Role Description As a member of the Optum Rx Clinical Engagement Solutions team, the Capability Manager will play a key role in managing and optimizing member and provider communications across multiple channels. This role supports the strategic execution of omnichannel communications, ensuring compliance, operational excellence, and member/provider engagement. The ideal candidate will bring deep experience in the print communications industry and demonstrate a strong understanding of digital channels such as email, SMS, and automated voice. They must have the ability to manage multiple complex projects, collaborate across teams and vendors, and thrive in a fast-paced, results-oriented environment. We are looking for a highly motivated, roll-up-your-sleeves self-starter with a passion for communications and a drive to deliver impactful solutions. You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Oversight and management of omnichannel communications for both member and provider audiences (mail, fax, SMS, email, IVR, direct EMR messaging) - Oversee daily monitoring and issue resolution across all communication channels - Manage the deployment of client-driven and regulatory communication updates across all supported channels - Partner with internal governance, legal, and compliance stakeholders to ensure all communications meet required standards and regulations - Partner with technology teams, supporting enhancements to communication capabilities and platform improvements - Manage relationships with multiple vendors to ensure quality, timeliness, and compliance Qualifications - 5+ years of experience in omnichannel communication operations (email, SMS, print, etc.) or related project management - 3+ years of experience in healthcare, PBM, or regulated industries - Intermediate level of proficiency with MS Excel, PowerPoint, Word, Outlook, and Teams - Ability to be flexible and work with ambiguity; self-starter - Ability to manage multiple projects and priorities in a dynamic environment Requirements - Experience managing financial requests and associated inputs (cost-benefits analysis, business case, etc.) - Strong background in print communications and production processes - Proficient in Adobe Acrobat Pro and InDesign - Familiarity with healthcare regulations (ex. CMS and State) and TCPA - Ability to solve complex problems and lead/facilitate meetings to achieve desired outcomes - Excellent presentation, time management, organizational, prioritization, and communication skills - Demonstrated success in vendor management and cross-functional collaboration Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements)

Role Description Leads and manages team responsible for health plan provider engagement activities. Collaborates with senior leadership and the health plan network team to drive value-based care strategies, and operational direction for risk adjustment and quality improvement. Sets and manages performance goals, ensuring providers meet quality and risk adjustment targets through coaching and consistent engagement. Tracks and measures the effectiveness of engagement activities - driving provider participation in Molina's risk adjustment and quality initiatives. - Manages team of provider engagement professionals responsible for enhancing value-based strategies and risk adjustment/quality improvement initiatives, and reducing medical cost ratio (MCR). - In collaboration with senior quality/network leadership, establishes strategy and operational initiatives for engaging providers on risk adjustment and quality improvement. - Sets health plan level performance goals, and manages progress for key performance indicators. - Ensures each tier I, tier II and tier III provider has quality and risk adjustment performance goals and execution plans to meet committed goals, with emphasis on tier I and tier II. - Drives provider partner coaching and collaboration to improve quality performance and risk adjustment accuracy through consistent provider meetings, action item development and execution. - Addresses challenges/barriers in the practice environment impeding successful attainment of program goals, and recommends and implements solutions required to improve health outcomes. - Tracks all engagement and training activities using standard Molina provider engagement tools to measure effectiveness. - Drives provider participation in Molina risk adjustment and quality efforts (e.g., supplemental data, electronic medical record (EMR) connection, clinical profiles programs) and use of the Molina provider collaboration portal. - Demonstrates provider engagement subject matter expertise; works collaboratively across the health plan and Molina’s centers of excellence and shared services to drive improved risk adjustment and quality of care. - Facilitates connectivity to internal partners to support appropriate data exchanges, documentation education and provider engagement activities. - Assesses provider engagement team members across required competency matrix and ensures they receive needed training on any lagging competencies. - Ensures provider engagement team uses standard Molina provider engagement reports and training materials. - Develops, organizes, analyzes, documents, and implements processes and procedures as prescribed by the health plan and corporate policies. - Communicates effectively with internal and external stakeholders, including providers. - Maintains the highest level of compliance. - Hires, trains, mentors, and develops quality team; demonstrates accountability for team performance and delivery/accountability to established targets/goals. - Provides support for quality-related initiatives, projects, and process improvement opportunities. - May require same day out-of-office travel up to 30% of the time, depending upon state/health plan requirements. Qualifications - At least 7 years of experience improving provider quality performance through provider engagement, practice transformation, and/or managed care quality improvement initiatives, or equivalent combination of relevant education and experience. - At least 1 year management/leadership experience. - Experience with various managed health care provider compensation methodologies including but not limited to: fee-for-service (FFS), value-based care (VBC), and capitation. - Strong working knowledge of quality metrics and risk adjustment practices across all business lines. - Advanced knowledge and understanding of HEDIS/NCQA. - Strong relationship building skills. - Strong proficiency with data analysis, manipulation, interpretation and reporting. - Critical-thinking, problem-solving and analytical skills. - Attention to detail and organizational skills. - Ability to implement process improvement initiatives and drive change. - Ability to work independently in a fast-paced, deadline-driven environment. - Ability to work in a cross-functional highly matrixed organization. - Project management experience. - Strong verbal and written communication skills. - Microsoft Office suite (including Excel), and applicable software programs proficiency, and ability to learn new information systems and software programs. Preferred Qualifications - Experience improving quality performance for Medicaid, Medicare, and/or Marketplace programs. Benefits Molina Healthcare offers a competitive benefits and compensation package. Company Description Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.