Head of Delivery Management

Delivery Supervisor
The Delivery Supervisor is responsible for leading the day-to-day operations supporting New Mexico's Mi Via and Self-Direction Community Benefit (SDCB) Waiver Programs. This role oversees service delivery, team performance, quality assurance, and compliance activities while ensuring exceptional support for participants, providers, and stakeholders.
The Delivery Supervisor provides leadership to customer service, program, and operational support teams, ensuring contractual performance standards are met and continuous improvement initiatives are implemented. This position works closely with the New Mexico Health Care Authority (HCA), Managed Care Organizations (MCOs), Fiscal Management Agents (FMAs), providers, participants, and community partners to support successful program outcomes and participant satisfaction.
Lead day-to-day operations supporting Mi Via and SDCB waiver program functions, ensuring compliance with contractual requirements, service level agreements (SLAs), quality standards, and program objectives.
Supervise, coach, and develop operational staff while managing staffing, scheduling, workload distribution, performance, and employee engagement activities.
Monitor operational performance, analyze key metrics, and implement corrective actions and process improvements to enhance efficiency, service quality, and stakeholder satisfaction.
Serve as a primary escalation point for complex participant, provider, service delivery, and operational issues, ensuring timely and effective resolution.
Build and maintain strong relationships with the New Mexico Health Care Authority (HCA), Managed Care Organizations (MCOs), Fiscal Management Agents (FMAs), providers, participants, employers of record, and community stakeholders.
Participate in client meetings, audits, operational reviews, and program workgroups while supporting quality assurance, compliance monitoring, corrective action plans, and audit readiness activities.
Ensure accurate documentation, processing standards, and regulatory compliance across all program functions.
Prepare and present operational reports, performance updates, and recommendations to leadership and clients.
Support business continuity efforts and provide leadership during high-volume periods, critical operational events, and escalated service issues.
Minimum of four (4) years of supervisory or management experience leading operational teams in a metrics-driven environment.
Strong leadership, coaching, employee development, and change management skills.
Proven ability to manage multiple priorities, analyze performance metrics, solve complex problems, and drive continuous improvement.
Excellent communication, customer service, conflict resolution, and relationship-building skills, with the ability to collaborate effectively with diverse internal and external stakeholders.
Ability to manage sensitive and confidential information with discretion.
Proficiency with Microsoft 365 applications, including Excel, Word, Outlook, Teams, and PowerPoint.
Ability to work extended hours as needed to support operational demands, project deadlines, and critical business needs.
Ability to travel occasionally for meetings, training, client engagements, and program-related activities.
Experience with Mi Via, Self-Direction Community Benefit (SDCB), Medicaid Waiver Programs, or participant-directed services.
Experience supporting New Mexico Medicaid programs.
Knowledge of Fiscal Management Agent (FMA) operations, participant budgets, provider enrollment, payroll administration, or Electronic Visit Verification (EVV).
Experience supporting audits, compliance reviews, quality assurance programs, and corrective action initiatives.
Experience working with state agencies, managed care organizations, healthcare providers, or community-based service programs.
Flexible Working
Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
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Make a difference with our clients, in our communities, and with the millions of people we support.
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
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Job Category Delivery Management