Senior Manager, Client Delivery Operations and Governance

About this role

About Us

Abacus Insights is transforming how data and AI work for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence.

As the AI and Data Platform for Payer Intelligence, we help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions—so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike. Backed by $100M from top investors, we're tackling big challenges in an industry that's ready for change. Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data to support automation, prioritization, and decision workflows—and it's why we are leading the way.

Our innovation begins with people. We are bold, curious, and collaborative—because the best ideas come from working together. We embrace the thoughtful use of AI and automation to drive innovation and efficiency, and we look for individuals who are curious and adaptable—those excited to leverage emerging technologies to enhance how we work—while keeping human insight, connection, and our clients at the center of every decision.

Ready to make an impact? Join us and let's build the future together.

About the Role

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 our 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, make sure teams follow the agreed methodology, and remove the friction that comes 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 let delivery scale without losing execution discipline.

Your day to day

Delivery Operating Model & Stage Gates

• 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

• Adapt standards quickly as business priorities shift, preserving clarity and accountability without slowing execution

• Partner with functional leaders to define role clarity, handoffs, required artifacts, and ownership across the delivery lifecycle

Resourcing & Capacity

• Lead delivery resourcing and capacity management, including intake, prioritization, allocation visibility, escalation paths, and utilization reporting

Tools & Systems

• Own Jira process standards for delivery work—project setup, hierarchy, workflows, required fields, dashboards, and reporting expectations—aligned to Smartsheet

• 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

Knowledge Management & Enablement

• 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 that helps teams use the tools correctly

Visibility & Accountability

• Maintain executive-ready visibility into resourcing health, stage gate status, tool adoption, compliance, and operational risks

• Identify process gaps, tool friction, and reporting inconsistencies, then recommend and implement corrective actions

• Hold the line when delivery standards aren’t followed, escalating gaps with clarity and pragmatism

• Lead, coach, and develop the Resourcing/Capacity Lead and Knowledge Management Lead

The impact you’ll have

• Process changes are communicated, trained, adopted, and enforced with clear ownership

• Delivery teams consistently use approved Jira, Smartsheet, Replit, template, and knowledge management standards

• Resource requests, allocation decisions, and capacity risks are visible, timely, and governed through a repeatable process

• Stage gates are embedded in how delivery work is planned, reviewed, and advanced—not treated as optional checkpoints

• Delivery leaders have reliable portfolio-level visibility without manual status chasing

• Client Delivery Managers, Client Success Directors, Client Solutions, Client Engineering, and PMO teams have clear handoffs, role expectations, and required artifacts

• Knowledge is easier to find, reuse, and govern across clients and delivery teams

What you bring to the team

• Bachelor's Degree in a related field

• 8+ years of experience in delivery operations, PMO or process governance, or professional services operations, including resource and capacity management

• Experience working in both startup and enterprise environments, with 3+ years leading people through change and ambiguity

• 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

• Project and resource reporting, utilization, and portfolio-level visibility for senior leaders

• A track record in change enablement:…