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Abacus Insights is an AI and Data Platform for Payer Intelligence, backed by $100M in funding, transforming how health plans use data and AI to improve outcomes and reduce costs. The company helps health plans break down data silos to create a single, trusted data foundation that powers better decisions.
As Senior Manager, Client Delivery Operations and Governance, you will own the operating system behind how Abacus delivers for health plans. You will build and run the processes, tools, and standards—resourcing and capacity management, Jira standards, Smartsheet Control Center, Replit applications, delivery templates, knowledge management, and stage gates—that give delivery teams the consistency, visibility, and accountability to scale.
Reporting to the Director of Client Delivery Management, you will be the process and change-management partner to Client Delivery leadership across Client Success, Client Solutions, and Client Engineering. You will translate delivery strategy into practical process, ensure teams follow the agreed methodology, and remove friction from inconsistent tools, unclear ownership, and unmanaged process variation.
You will lead a small, high-impact team and together set the standards, workflows, templates, dashboards, and governance that enable delivery to scale without losing execution discipline.
Key responsibilities include:
- Own and continuously improve the end-to-end delivery operating model, including stage gates, delivery templates, SOPs, tool standards, and process governance
- Define stage gates that are clear, consistently applied, and enforceable across Client Success, Client Solutions, Client Engineering, Client Delivery Management, and PMO teams
- Lead delivery resourcing and capacity management, including intake, prioritization, allocation visibility, escalation paths, and utilization reporting
- Own Jira process standards for delivery work—project setup, hierarchy, workflows, required fields, dashboards, and reporting expectations
- Own Smartsheet Control Center administration and governance for Delivery Management, including blueprints, project templates, dashboards, reports, intake, global updates, and portfolio visibility
- Steward Replit applications and other delivery tooling that support predictable client delivery
- Build and maintain a centralized knowledge management model for delivery documentation, templates, training materials, process guidance, and reusable artifacts
- Drive adoption through training, office hours, and practical guidance
- Maintain executive-ready visibility into resourcing health, stage gate status, tool adoption, compliance, and operational risks
- Lead, coach, and develop the Resourcing/Capacity Lead and Knowledge Management Lead
The role offers unlimited paid time off, work-from-anywhere flexibility, comprehensive health coverage, equity for every employee, growth-focused environment, home office setup allowance, and monthly cell phone allowance.
Requirements:
- 8+ years of experience in delivery operations, PMO or process governance, or professional services operations, including resource and capacity management
- 3+ years leading people or team leads
- Strong working knowledge of Jira (workflow and field design, dashboards, reporting) and Smartsheet
- Experience designing and enforcing delivery lifecycle governance, including stage gates, templates, and SOPs
- Experience with project and resource reporting, utilization, and portfolio-level visibility for senior leaders
- Track record in change enablement: communication, training, adoption, and reinforcement
- Comfort working across client-facing and technical teams and translating messy operational needs into clear standards
- Organizational courage to enforce standards, judgment to know when a process needs flexibility, and a partnership mindset
- Clear, credible executive communication
Highly preferred (not required):
- Healthcare/HealthTech/Payer experience, working with Enterprise Data Platform Development
- Hands-on Smartsheet Control Center experience (blueprints, project templates, global updates)
- Experience with low-code or AI-enabled tooling (such as Replit) to automate delivery workflows
- Startup or scale-up experience adapting process quickly as priorities change
- Experience building a knowledge management model or platform
- PMP, PgMP, ITIL, Prosci, or similar certification
