Back to jobs
New

Director, Client Delivery Management

Remote- USA

Abacus Insights is a mission-driven, growth-stage technology company focused on transforming the healthcare industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their clients' needs. 

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we are transforming healthcare as the US leader in usable data for payers.  We have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. As a result, these payers can ingest and manage all the information they need to transform their business by supporting their analytical, operational, and financial needs through our platform. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met.

Since our founding in 2017, Abacus has built a highly successful business, raising $100 Million by leading VC firms with profound expertise in the healthcare and technology industries. We are solving massive complex problems in an industry ready for disruption. We have powerful momentum and would love for you to be a part of it!

About the Role:

We are seeking a client-focused leader with a strong blend of exceptional client relationship management and technical delivery skills to own the success of our most strategic client programs. As Director, Client Delivery Management, you will serve as the primary delivery interface for our clients, ensuring that every Delivery exceeds client expectations and delivers real business value. You will lead a team of Delivery Managers, ensuring excellence in project and program delivery, driving alignment across Abacus and client organizations, managing complex escalations, and ensuring trust at every step.

This role requires excellent client hands -an empathetic listener, persuasive communicator, and trusted advisor who can navigate difficult situations, influence decisions, and build strong executive relationships. You will shape how Abacus creates value for clients and ensures that delivery translates into measurable business outcomes.

You will also drive modernization of Delivery practices by leveraging automation and GenAI tools to streamline reporting, improve transparency, and free up teams to focus on client outcomes

Key Responsibilities:

Strategic Leadership

  • Define and execute the client Delivery strategy across a portfolio of payer clients.
  • Translate commercial commitments into executable roadmaps tied to client value realization.

Operational Excellence

  • Drive continuous improvement in project governance processes, client communications, and delivery predictability.
  • Champion client feedback loops to enhance satisfaction and retention.
  • Leverage automation and GenAI tools to simplify status reporting, client communications, and delivery insights.

Program / Project Delivery

  • Serve as escalation point for delivery issues, resolving them with clarity and diplomacy.
  • Ensure SOWs and commitments are delivered on-time, on-budget, and with measurable business impact.
  • Drive standardization in approach across all clients 

Client Focus

  • In close partnership with Account Management build and maintain executive-level relationships with client stakeholders, act as a trusted advisor.
  • Support Account Management in preparing for steering committees and QBRs, ensuring client discussions focus on business outcomes, not just project status.
  • Support Account Management in collecting and reporting NPS/CSAT for the client.
  • Proactively identify opportunities to create value beyond the contract, strengthening client partnerships.
  • Navigate difficult conversations (scope changes, delays, conflicting priorities) while maintaining trust.

Team Leadership

  • Lead and coach a team of Delivery Managers, developing their ability to manage complex projects and complex client relationships
  • Foster a culture of accountability, transparency, and client centricity.

Stakeholder Management

  • Partner with Account Management on commercial strategy and with Client Implementation PMO on project governance and reporting.
  • Align internal teams (Product, Engineering, Delivery) with client objectives and value metrics.

Performance Metrics & Analysis

  • Own Delivery KPIs:
    • High quality delivery of all products and services.
    • On-time delivery of committed milestones.
    • Zero surprise escalations.

Use data-driven insights to improve client experience and delivery efficiency.

What We're Looking For:

  • Proven experience building and managing senior-level client relationships in the US healthcare payer market.
  • Track record of driving measurable business value through complex technology implementations.
  • Strong client presence: Comfortable influencing C-level stakeholders in high-pressure situations.
  • Exceptional negotiation and conflict resolution skills; proven ability to manage escalations while maintaining trust.
  • History of navigating difficult client conversations (scope, delays, competing priorities) with diplomacy and clarity.
  • Strong analytical and strategic thinking; ability to link technical outcomes to business impact.
  • Hands-on experience applying automation and GenAI tools (e.g., Copilot, ChatGPT, AI-enabled dashboards) to enhance client Delivery, reporting, and delivery processes.
  • Demonstrated ability to modernize client Delivery practices through technology-driven improvements.
  • 15+ years in enterprise software/SaaS program leadership; healthcare payer experience strongly preferred.
  • Hands-on experience with delivery governance tools (Jira, Smartsheet, Confluence).
  • PMP or Agile certification a plus.
  • Familiarity with interoperability regulations (CMS 9115/0057), claims and clinical data integration.
  • Knowledge of cloud data platforms (Snowflake, Databricks) and API ecosystems.
  • MBA or advanced degree in Business/Technology.

Equal Opportunity Employer

As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we proudly dedicate extensive time and resources to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Create a Job Alert

Interested in building your career at Abacus Insights? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Abacus Insights’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.